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-5730439
1 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5730439 The complaint Mr H is unhappy Revolut Ltd didn’t refund payments he made as part of a scam. Mr H brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr H throughout this decision. What happened Mr H was looking to invest ... (6 pages)View decision -
Decision Reference DRN-5618845
1 Aug 2025 Stripe Payments UK Limited Not upheldBanking and PaymentsDRN-5618845 The complaint A company, which I’ll refer to as I, complained that Stripe Payments UK Limited (‘Stripe’) was improperly refusing to release funds belonging to I which were being held in reserve by Stripe. I’s director, Mr L, brought the complaint on I’s behalf. What happen... (3 pages)View decision -
Decision Reference DRN-5571398
1 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5571398 The complaint Ms W is unhappy with Santander UK Plc. Ms W made attempts at international money transfers and these failed costing her large sums of money. Ms W was also upset by the poor customer service. What happened She said she had lost two separate amounts over the att... (4 pages)View decision -
Decision Reference DRN-5655776
1 Aug 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5655776 The complaint Miss S complains that a car acquired with finance from N.I.I.B. Group Limited trading as Northridge Finance (Northridge) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly sum... (3 pages)View decision -
Decision Reference DRN-5691823
1 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5691823 The complaint Mrs H complains that Lloyds Bank PLC (“Lloyds”) gave her a credit card and then increased her credit limit when she couldn’t afford it. What happened I’ve summarised Mrs H’s card approval and credit limit increases in the table below. Date Event Credit limit I... (5 pages)View decision -
Decision Reference DRN-5552383
1 Aug 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5552383 The complaint Mr B complains that Starling Bank Limited (“Starling”) won’t refund in full the money he lost when he fell victim to an impersonation scam. What happened In May 2024, Mr B fell victim to an impersonation scam. He received a call from an individual who claimed ... (6 pages)View decision -
Decision Reference DRN-5381021
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5381021 The complaint Miss H complains that National Westminster Bank Public Limited Company (‘NatWest’) have not refunded money that she lost when she was the victim of a scam. What happened The details of this complaint are well known to both parties so I will not go into every de... (3 pages)View decision -
Decision Reference DRN-5730065
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730065 The complaint Miss N complains Monzo Bank Ltd (“Monzo”) hasn’t refunded her the amount she lost to a job scam. What happened I issued a provisional decision in July 2025 to explain why I thought Miss N’s complaint shouldn’t be upheld. And I said I’d consider anything else an... (4 pages)View decision -
Decision Reference DRN-5557476
1 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5557476 Complaint Mr R is unhappy that Nationwide Building Society didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr R says he was cold-called in relation to an investment opportunity with a company I’ll refer to as Company A. He was told that Company... (3 pages)View decision -
Decision Reference DRN-5705226
1 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5705226 The complaint Mrs E complains that Wise Payments Limited (Wise) didn’t do enough to protect her from the financial harm caused by a cryptocurrency-based investment scam. Mrs E has been represented by a claims management company throughout her complaint. I have referred to t... (4 pages)View decision
