We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 171071 results
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Decision Reference DRN-5717821
4 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5717821 The complaint Miss D complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. But this is what I understand to have happened. Miss D found ... (7 pages)View decision -
Decision Reference DRN-5732121
2 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5732121 The complaint Mr L is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr L fell victim to a cruel investment scam. He was contacted by the scammer after responding to a... (3 pages)View decision -
Decision Reference DRN-5713139
2 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5713139 The complaint Mr L complains that TSB Bank plc did not award him an account switch incentive in full. What happened Mr L opened a TSB account on 23 August 2024. Part of the switch incentive offered £15 if 20 transactions were made in the first six months the account was open... (2 pages)View decision -
Decision Reference DRN-5653120
1 Aug 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5653120 The complaint Mr T complains that ClearBank Limited won’t refund transactions he didn’t make or otherwise authorise. Mr T is a sole trader and has a business banking account with Tide. Tide’s bank accounts are provided by ClearBank, and so ClearBank is the respondent busine... (3 pages)View decision -
Decision Reference DRN-5591726
1 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5591726 The complaint Mr M complains that Starling Bank Limited (Starling) is refusing to refund him the amount he says he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The ... (3 pages)View decision -
Decision Reference DRN-5566815
1 Aug 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5566815 The complaint Mr P complains about the quality of a car that was supplied through a hire purchase agreement with Creation Consumer Finance Ltd (CCF). What happened In February 2024, Mr P acquired a used car through a hire purchase agreement with CCF. The car was about four y... (5 pages)View decision -
Decision Reference DRN-5717750
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5717750 The complaint Mrs S complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs S found an... (5 pages)View decision -
Decision Reference DRN-5731802
1 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5731802 The complaint Mr K complains Barclays Bank UK PLC didn’t help him when a merchant tried to take multiple payments from his account for a one-off purchase. What happened Mr K had an account with Barclays without an overdraft facility. Mr K contacted Barclays on 22 August 2024... (3 pages)View decision -
Decision Reference DRN-5717751
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5717751 The complaint Mrs S complains that Santander UK Plc is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs S found an adve... (3 pages)View decision -
Decision Reference DRN-5030811
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5030811 The complaint Mr F complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he fell victim to a scam and would like Monzo to refund him the money he has lost as a result. What happened Mr F unfortunately fell victim to a safe account scam – a... (3 pages)View decision
