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 157456 results
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Decision Reference DRN-5096467
21 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5096467 The complaint Mr Z has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In summer 2023, Mr Z received some money into his Monzo account, which he quickly forwarded on to an account of his with another bank. Monzo received a report that the ... (3 pages)View decision -
Decision Reference DRN-4845330
21 Oct 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4845330 The complaint Mr M has complained that Vanquis Bank Limited is holding him liable for a debt which he says was taken out fraudulently in his name. What happened In September 2023, a credit card account was opened with Vanquis in Mr M’s name. The card was used for rapid cash ... (3 pages)View decision -
Decision Reference DRN-5038142
21 Oct 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5038142 The complaint Mr O complains Specialist Motor Finance Limited (SMF) supplied him with a car that he believes wasn’t of satisfactory quality. He also complains about a number of customer service related issues What happened In July 2023, Mr O entered into a 60 month ... (5 pages)View decision -
Decision Reference DRN-5092512
21 Oct 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5092512 The complaint Miss B complains that J.P. Morgan Europe Limited (trading as Chase), unfairly decided to close her account. What happened In January, Chase decided to issue Miss B two months’ notice of closure of her bank account. Chase says that Miss B breached the terms and... (4 pages)View decision -
Decision Reference DRN-4762331
21 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4762331 The complaint Miss O complains that Monzo Bank Ltd failed to recover money which she had transferred in error. What happened On 13 December 2023 made a transfer of £150 from her Monzo account to an account in the name of someone I’ll call L. She had intended it to go to a di... (2 pages)View decision -
Decision Reference DRN-4738310
21 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4738310 The complaint Mr C complains that HSBC UK Bank PLC has caused him to suffer an exchange rate loss. What happened Mr C held a Global Money Account with HSBC. He wanted to deposit €140,000 from his account abroad into the Global Money Account and for the money to be kept in eu... (6 pages)View decision -
Decision Reference DRN-4684796
21 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4684796 The complaint Mr S complains that Lloyds Bank Plc (Lloyds) won’t refund him after he was the victim of an investment scam. He says Lloyds ought to have detected four unusual payments he made and it should have intervened to stop them What happened Mr S says he was persuaded... (3 pages)View decision -
Decision Reference DRN-4963732
21 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4963732 The complaint Mr K complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr K is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and has been ... (4 pages)View decision -
Decision Reference DRN-5011364
21 Oct 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-5011364 The complaint Mr P complains that National Savings and Investments (‘NS&I’) provided him with poor customer service when he needed to re-set a forgotten password. What happened The following brief timeline of key events sets out the background to Mr P’s complaint. 2 Fe... (6 pages)View decision -
Decision Reference DRN-4797362
21 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4797362 The complaint Mr M complains Barclays Bank UK PLC (“Barclays”) won’t refund payments he says he didn’t authorise. What happened On 30 May 2023, Mr M received a letter from Barclays informing him a direct debit couldn’t be collected due to a lack of funds in the account. Mr M... (4 pages)View decision
