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 170827 results
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Decision Reference DRN-5692673
16 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5692673 The complaint Mr A, on behalf of K, is unhappy Monzo Bank Ltd will not refund the money it lost as the result of a scam. Mr A has brought K’s complaint through a representative. For ease of reading, I will refer solely to Mr A and K here. What happened Mr A is the sole of di... (4 pages)View decision -
Decision Reference DRN-5119451
16 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5119451 The complaint Miss D complains Barclays Bank UK PLC won’t refund money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, I unders... (5 pages)View decision -
Decision Reference DRN-5666196
16 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5666196 The complaint Mr W complains about the way Revolut Ltd handled his request for a refund. What happened On 4 October 2022, Mr W ordered ten mobile phones (the ‘goods’) as one order (from an online marketplace (‘T’). He used his Revolut (Visa) debit card to make the payment of... (4 pages)View decision -
Decision Reference DRN-5681230
15 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5681230 The complaint Mr M is unhappy with Clydesdale Bank plc trading as Virgin Money. Mr M said he lost out on interest when Virgin Money delayed transferring his ISA to another provider. What happened Mr M was transferring his ISA funds from Virgin Money to two different provide... (3 pages)View decision -
Decision Reference DRN-5684926
15 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5684926 The complaint Mr P complains that Lloyds Bank PLC has declined his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). He says that a car he bought and paid for in part with his credit card was defective. What happened Mr P agreed to buy a used car which h... (3 pages)View decision -
Decision Reference DRN-5104001
15 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5104001 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by a safe account scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-5180746
15 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5180746 THE COMPLAINT Miss G complains Lloyds Bank PLC (“Lloyds”) will not reimburse her money she says she lost when she fell victim to a scam. Miss G is represented by Refundee in this matter. However, where appropriate, I will refer to Miss G solely in this decision for ease of... (4 pages)View decision -
Decision Reference DRN-5636701
15 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5636701 The complaint Mr M complains HSBC UK Bank Plc (“HSBC”) blocked his account and withheld his funds Mr M says HSBC’s actions have caused him financial loss, damage to his credit report due to missed regular payments, effectively left him homeless, and substantive distress and ... (2 pages)View decision -
Decision Reference DRN-5341681
15 Jul 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5341681 The complaint Ms A is unhappy that a car supplied to her under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In December 2023, Ms A was supplied with a used car through a hire purchase agreement with MotoNovo. She pa... (4 pages)View decision -
Decision Reference DRN-5661706
15 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5661706 The complaint Mr M complains Lloyds Bank PLC (“Lloyds”) closed his accounts, failed to notify him and didn’t provide an explanation. Mr M says Lloyds’ actions have led to him being made homeless and losing his job. He adds this has also caused him financial loss, adverse imp... (3 pages)View decision
