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-5131896
5 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5131896 The complaint Mr B is being represented by a claims manager. He’s complaining about Monzo Bank Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to a cruel cryptocurrency investment scam. He says he was introduced to ... (3 pages)View decision -
Decision Reference DRN-5131859
5 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5131859 The complaint Mr B is being represented by a claims manager. He’s complaining about National Westminster Bank Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to a cruel cryptocurrency investment scam. He says he was... (4 pages)View decision -
Decision Reference DRN-4793285
5 Mar 2025 Vodafone Limited Not upheldConsumer CreditDRN-4793285 The complaint Mr H complains about the outstanding amount owed under a fixed sum loan agreement, taken out with Vodafone Limited. What happened In January 2024, Mr H took out a fixed sum loan agreement with Vodafone, to buy a brand new mobile telephone handset. The handset h... (3 pages)View decision -
Decision Reference DRN-5140736
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5140736 The complaint Miss S complains that Revolut Ltd won’t reimburse her after she fell victim to a job scam. Miss S is professionally represented in bringing her complaint, but for ease of reading, I’ll refer to all submissions as being made by Miss S directly. What happened Mis... (13 pages)View decision -
Decision Reference DRN-4962001
5 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4962001 The complaint Ms W complains Lloyds Bank PLC unfairly blocked and closed her account, didn’t release her account balance, and returned a sum of money to a third party. She wants compensation for not being able to use the funds and for the distress and inconvenience caused. W... (5 pages)View decision -
Decision Reference DRN-5220791
5 Mar 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5220791 The complaint Mr B complains that his mortgage with Kensington Mortgage Company Limited was mis-sold. He also complains about action Kensington has taken since the mortgage fell into arrears. He doesn’t believe the arrears were due and says that payments made towards the arr... (4 pages)View decision -
Decision Reference DRN-5292793
5 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5292793 The complaint Miss H complained because Monzo Bank Ltd refused to refund her for three transactions which she said she didn’t authorise. What happened On 5 and 6 November 2024, three payments totalling £274 debited Miss H’s Monzo account. On 7 November, Miss H contacted Mon... (3 pages)View decision -
Decision Reference DRN-5239164
5 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5239164 The complaint Mrs C complains Wise Payments Limited trading as Wise 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 didn’t think a... (2 pages)View decision -
Decision Reference DRN-5263116
5 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5263116 The complaint Mr F is unhappy with the service he received from Barclays Bank UK PLC, trading as Barclaycard. What happened Mr F has a disability which impacts the volume of his voice. In November 2023, Mr F spoke with Barclays on the telephone. However, Barclays agents didn... (3 pages)View decision -
Decision Reference DRN-5302143
5 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5302143 The complaint Mr and Mrs A complain that Barclays Bank UK PLC hasn’t refunded money lost to an investment scam. What happened Mr and Mrs A were introduced to a property investment opportunity through a specialist investment network they were a part of. And they had family me... (3 pages)View decision
