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 162956 results
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Decision Reference DRN-5292016
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5292016 Complaint Mr K has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (4 pages)View decision -
Decision Reference DRN-5315753
6 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5315753 The complaint M, a limited company, complains that Revolut Ltd won’t refund the money it lost when it was the victim of a scam. What happened M is a limited company that manages a number of rental properties. In September 2023, it was in the process of purchasing a property... (3 pages)View decision -
Decision Reference DRN-4785169
6 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4785169 The complaint Mr G complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In October 2020, Mr G was looking for an investment to increase the income he was earning from his savings and came across an ... (4 pages)View decision -
Decision Reference DRN-5375567
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5375567 The complaint Mr C complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued a provisional decision for this complaint on 19 February 2025. In it I set out the background and my prop... (6 pages)View decision -
Decision Reference DRN-5178177
5 Mar 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5178177 The complaint Mrs B complains about Loans 2 Go Limited’s (L2G) decision to provide her with a personal loan, despite it being unaffordable. She’s also unhappy with how L2G have treated her since she told them she was in financial difficulties and says their actions amount to... (6 pages)View decision -
Decision Reference DRN-5335289
5 Mar 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5335289 The complaint Mr O complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. What happened In 2019, 118118 Money provided Mr O with a credit card account. He said that at the time he was experiencing financial difficulties and his... (3 pages)View decision -
Decision Reference DRN-4944669
5 Mar 2025 Handelsbanken plc Not upheldBanking and PaymentsDRN-4944669 Complaint Mr and Mrs O are unhappy that Handelsbanken plc didn’t agree to refund them after they reported falling victim to fraud. The relevant payments were made from a joint account, but as Mr O was the one who interacted with the fraudster, I will generally refer to him i... (3 pages)View decision -
Decision Reference DRN-5309491
5 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5309491 The complaint Mr R complains that Barclays Bank UK PLC trading as Barclaycard unfairly reduced his credit limit. What happened In early November 2024, Barclaycard wrote to Mr R to say that it was reducing his credit limit from £14,150 to £1,850, following a review and after ... (3 pages)View decision -
Decision Reference DRN-5239177
5 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5239177 The complaint Mrs C complains Monzo Bank Ltd won’t refund the full amount of money she lost after she fell victim to an ‘authorised push payment’ (“APP”) scam. What happened Our investigator didn’t uphold the complaint. Our Investigator said that even though Monzo did interv... (2 pages)View decision -
Decision Reference DRN-5308072
5 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5308072 The complaint Mr P complains Wise Payments Limited closed his personal account without any explanation. To put things right he wants the account reopened. What happened Wise contacted Mr P asking him to provide additional information in order for him to access the account. I... (2 pages)View decision
