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 171073 results
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Decision Reference DRN-5709216
24 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5709216 Complaint Mrs R is unhappy that Santander UK Plc didn’t reimburse her after she reported falling victim to a scam. Background Mrs R hired a gardener to do some work in her garden. He started by cutting down trees. She was later quoted £3,500 for more work, including replacin... (2 pages)View decision -
Decision Reference DRN-5698848
24 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5698848 The complaint Mrs M is being represented by solicitors. She’s complaining about Wise Payments Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs M fell victim to a cruel investment scam after responding to an advert she saw on... (3 pages)View decision -
Decision Reference DRN-5022404
24 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5022404 The complaint Mr J complains about Lloyds Bank PLC. He says that it failed to protect him from a scam and would like it to refund him the money he has lost. Mr J’s complaint has been referred to this service by a professional representative, but for the sake of readability, ... (3 pages)View decision -
Decision Reference DRN-5713689
24 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5713689 The complaint Mr P and Mrs P complain that Lloyds Bank PLC (Lloyds) didn’t do enough to protect them from the financial harm caused by a purchase scam. Mr P and Mrs P have been represented by solicitors throughout their complaint. I have referred to this firm as Mr P and Mr... (6 pages)View decision -
Decision Reference DRN-5161646
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5161646 The complaint Mrs B complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. A representative who I will call “C” complains on behalf of Mrs B. What happened The background to this complaint is well known to both parties, so I won’t repeat it... (10 pages)View decision -
Decision Reference DRN-5187165
24 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5187165 The complaint Ms C complains that National Westminster Bank Plc didn’t do enough to prevent her losing money to what she says was a scam. Ms C has used a representative to bring her complaint. But for ease of reading, I’ll mostly just refer to Ms C herself, where I also mea... (6 pages)View decision -
Decision Reference DRN-4916107
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4916107 The complaint Mr H is unhappy that Barclays Bank UK PLC won’t reimburse him money he says he lost from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around February 2024, Mr H was looki... (3 pages)View decision -
Decision Reference DRN-5588300
24 Jul 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5588300 The complaint Mr W complained about end of contract charges for a car supplied on finance by LeasePlan UK Limited. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. But, to summarise, LeasePlan sup... (4 pages)View decision -
Decision Reference DRN-5554424
24 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5554424 The complaint This complaint has been brought on behalf of Mrs M by her daughter, whom I’ll refer to as ‘L’. L complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded the money L believes Mrs M lost to an authorised push payment (‘APP’) scam. What happened The circumstanc... (5 pages)View decision -
Decision Reference DRN-5059843
24 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059843 The complaint Mr D is unhappy that Monzo Bank Ltd decided not to refund him after he was the victim of a scam. Mr D is using a professional representative to bring his complaint. I’ll refer to them as W. What happened Mr D fell victim to a scam where he thought he was arra... (3 pages)View decision
