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-4947237
20 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4947237 The complaint Mr I complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr I has an account with Revolut which he says he opened in the course of this scam. He has accounts elsewhere too with businesses who I’ll refer... (3 pages)View decision -
Decision Reference DRN-4717784
20 Oct 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4717784 The complaint B complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when it returned a vehicle at the end of a hire agreement. B is represented in its complaint. For ease of reading, any reference to B refers to the testimony of both B a... (5 pages)View decision -
Decision Reference DRN-4946686
19 Oct 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-4946686 The complaint L complains Metro Bank PLC (“Metro”) closed their business account without notifying them and not taking reasonable care in how this was communicated despite having opportunities to do so through different channels. So, L say Metro has failed in its duty of car... (4 pages)View decision -
Decision Reference DRN-5064558
19 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5064558 The complaint Miss T has complained that HSBC UK Bank Plc (“HSBC”) didn’t protect her from falling victim to a scam and hasn’t refunded the money she lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But... (3 pages)View decision -
Decision Reference DRN-5016436
19 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5016436 The complaint Ms M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Ms M says: Ms M is represented by a third-party claims firm. She says she was introduced to an investment opportunity with a firm (which I will c... (7 pages)View decision -
Decision Reference DRN-5093300
19 Oct 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5093300 The complaint Mr M complains National Westminster Bank Plc (“NatWest”) restricted and closed his accounts without explanation. Mr M says NatWest’s actions caused him substantive financial loss, distress, and inconvenience. What happened The details of this complaint are well... (5 pages)View decision -
Decision Reference DRN-5016431
19 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5016431 The complaint Ms M complains that Lloyds Bank PLC (Lloyds) won’t refund money she lost in an investment scam. What happened What Ms M says: Ms M is represented by a third-party claims firm. She says she was introduced to an investment opportunity with a firm (which I will ca... (6 pages)View decision -
Decision Reference DRN-5093174
18 Oct 2024 Triodos Bank UK Limited UpheldBanking and PaymentsDRN-5093174 The complaint Mr D has complained that Triodos Bank UK Limited registered a fraud marker against him. What happened In summer 2023, Mr D applied for a current account with Triodos. He provided an address I’ll refer to as Address 1. He was asked how long he’d lived there, and... (4 pages)View decision -
Decision Reference DRN-5037391
18 Oct 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-5037391 The complaint Mr O has complained that Metro Bank PLC won’t refund transactions he says he didn’t make or otherwise authorise. What happened Mr O was attempting to purchase a holiday. But the website he used was fake – it was impersonating a genuine merchant. He gave the sca... (3 pages)View decision -
Decision Reference DRN-5037960
18 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5037960 The complaint Mr S complains that Nationwide Building Society (“Nationwide”) won’t pay him the balance on his savings account, the passbook for which he has recently rediscovered. Mr S says he did not receive the money from this account. What happened Mr S found a passbook f... (2 pages)View decision
