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-5688585
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5688585 The complaint Ms N complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), have failed to refund money that she lost as part of a scam. What happened Ms N met a person online. After a few months this person who I will call C persuaded Ms N using a number... (2 pages)View decision -
Decision Reference DRN-5363569
31 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5363569 The complaint Mr B is unhappy with Nationwide Building Society’s (Nationwide) handling of his refund claims. What happened Mr B purchased two mobile phones and two chargers on 16 November 2024 from a supplier I shall call D using his Nationwide debit card. He said these wer... (5 pages)View decision -
Decision Reference DRN-5142925
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5142925 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost when she was the victim of blackmail. Miss C brings her complaint with the assistance of a family member. For ease of reading within this final decision, I will refer solely to Miss... (5 pages)View decision -
Decision Reference DRN-5657299
31 Jul 2025 Savvy Loan Products Limited Not upheldConsumer CreditDRN-5657299 The complaint Mr P complains that Savvy Loan Products Limited trading as Ticktockloans.com (“Savvy”) irresponsibly provided him with a loan. What happened In July 2024 Mr P was granted with a loan for £300. It was to be repaid over six months with a monthly repayment amount... (3 pages)View decision -
Decision Reference DRN-5345222
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5345222 The complaint Mr and Mrs C complain that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) scam. The money in dispute was sent from Mr and Mrs C’s joint account. However, for ease of reading, I’ll refer only to ... (4 pages)View decision -
Decision Reference DRN-5728261
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5728261 The complaint Mrs S is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs S fell victim to a cruel investment scam after responding to an advert she saw on social media. She was contacted by the scammer w... (5 pages)View decision -
Decision Reference DRN-5685351
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5685351 The complaint Mr K is unhappy with the service he received when he applied for a new account with Santander UK Plc. What happened On 5 December 2024 Mr K opened a new savings account and paid in a four-figure amount in total. Santander’s system flagged up an alert on the ac... (3 pages)View decision -
Decision Reference DRN-5629638
31 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5629638 Complaint Mrs R is unhappy that Barclays Bank UK PLC didn’t reimburse her after she reported falling victim to a scam. Background In late 2018, Mrs R became aware of an investment opportunity through a friend, who told her and her husband about a small firm (referred to here... (3 pages)View decision -
Decision Reference DRN-5663566
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5663566 The complaint Miss M complains that National Westminster Bank Public Limited Company (NatWest) won’t refund money she says she lost to an investment scam. Miss M is being supported in making her complaint by a representative. But for ease, I’ll only refer to Miss M in this d... (5 pages)View decision -
Decision Reference DRN-5272196
31 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5272196 The complaint Ms U has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money which she explained she lost in a scam. What happened Ms U explained that she was introduced to an investor’s group, where two cryptocurrency investment schemes were promo... (3 pages)View decision
