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 171072 results
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Decision Reference DRN-5729321
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5729321 The complaint Mr S is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. The complaint is brought on his behalf by a professional representative but for ease I’ll refer mainly to Mr S in my decision. What ha... (3 pages)View decision -
Decision Reference DRN-4994197
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4994197 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as the result of a scam. What happened In 2023, Mr B was contacted through a messaging app, by someone I’ll refer to as C. Mr B says that he had been in contact with C for almost two y... (4 pages)View decision -
Decision Reference DRN-5694841
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5694841 The complaint Mrs C’s complaint relates to her NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) mortgage. She us unhappy that the interest rate products available to her, as an existing customer, have higher interest rates associated with them than the products tha... (3 pages)View decision -
Decision Reference DRN-5666910
31 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5666910 The complaint Mr K complains that Marks and Spencer Financial Services Plc treading as M&S Bank sent him a credit limit decrease letter which was due to take effect the same date he received it. What happened Mr K holds a credit card account with M&S Bank. On 27 Dece... (3 pages)View decision -
Decision Reference DRN-5595505
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5595505 The complaint Mr P and Mrs P complain that Santander UK Plc won’t refund the money Mr P lost when he fell victim to a lottery ticket scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (4 pages)View decision -
Decision Reference DRN-5668145
31 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5668145 The complaint Miss K complained that Barclays Bank UK PLC should pay her more compensation than it has so far offered, after she had problems buying travel tickets with her Barclays’ debit card and via Barclays mobile banking app. What happened Miss K regularly travels usin... (3 pages)View decision -
Decision Reference DRN-5245223
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5245223 The complaint Mrs S complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Mrs S is being represented by a third party. To keep things simple, I will refer to Mrs S throughout my decision. What happened The background of... (2 pages)View decision -
Decision Reference DRN-5728971
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5728971 The complaint Miss S complains that Wise Payments Limited trading as Wise (Wise) unfairly closed her account without providing a proper explanation. Miss S adds that Wise took too long to release her closing account balance. And gave her wrong information. What happened The... (4 pages)View decision -
Decision Reference DRN-5708900
31 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5708900 The complaint Mr K complains that Wise Payments Limited (“Wise”) won’t refund money he lost when he was a victim of a scam. What happened The background of this complaint is well known to both parties, so I’ll only refer to the key events here. In February 2024, Mr K receive... (7 pages)View decision -
Decision Reference DRN-5522869
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5522869 The complaint Mr W complains that HSBC UK Bank Plc reduced the credit limit on his credit card account. What happened Mr W says his credit limit was reduced from £5,500 to £2,650 on 29 November 2024. He says HSBC provided no clear reason for the reduction and no advance not... (2 pages)View decision
