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 157006 results
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Decision Reference DRN-5357690
26 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5357690 The complaint Mr G complains that Revolut Ltd won’t refund the money he lost when he fell victim to a scam. What happened Mr G says that he saw a news article on a social media site about a local girl whose life had been changed by investing with a company I’ll refer to as ... (8 pages)View decision -
Decision Reference DRN-5299084
26 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5299084 The complaint Mr M complains that HSBC UK Bank Plc took an unauthorised sum from his account that meant his account went into overdraft and caused him stress and inconvenience. What happened On 20 December 2024 Mr M went to a branch of HSBC to withdraw £700 over the counter... (3 pages)View decision -
Decision Reference DRN-4950874
26 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4950874 The complaint Ms Y complains that Santander UK Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a summary of key events here. Ms Y was contacted by an investment bro... (5 pages)View decision -
Decision Reference DRN-5346921
26 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5346921 The complaint G, a limited company, complain that Revolut restricted and then closed their business account. They are unhappy payments were returned to the senders without their knowledge. What happened G held a Revolut account, which was used to receive payments through Ope... (4 pages)View decision -
Decision Reference DRN-5290381
26 Feb 2025 Nationwide Building Society Not upheldMortgagesDRN-5290381 The complaint Mr A and Miss M’s complaint is about a mortgage they had with Nationwide Building Society. They are unhappy that when they wanted to port their existing interest rate product to a new mortgage with Nationwide, they were unable to do so, and had to pay an early ... (3 pages)View decision -
Decision Reference DRN-5353640
26 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5353640 The complaint h complains that National Westminster Bank Plc (NatWest) hasn’t refunded it money it says it lost to a scam. What happened In October 2023, h was approached by a new customer about financing an agreement for a second-hand car. In summary, h found a company to f... (6 pages)View decision -
Decision Reference DRN-5111582
26 Feb 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5111582 The complaint Mr S is unhappy that J.P. Morgan Europe Limited, trading as Chase (“Chase”), will not refund the money he lost after he fell victim to a scam. Mr S has used a representative to bring his complaint to this service. For ease, I will refer solely to Mr S througho... (5 pages)View decision -
Decision Reference DRN-5040858
26 Feb 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5040858 The complaint Miss V complains Shop Direct Finance Company Limited trading as Very allowed her now ex-partner to open a catalogue shopping account (also known as a running account credit) online without her knowledge or consent. What happened In April 2019, a catalogue shop... (3 pages)View decision -
Decision Reference DRN-5282076
26 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5282076 The complaint Mr T, through his representative, complains that Barclays Bank UK PLC trading as Barclaycard, (“Barclaycard”) lent to him irresponsibly by approving a card for him in 2019. Mr T says that the credit limit increases ought not to have been approved either. What h... (7 pages)View decision -
Decision Reference DRN-4923949
26 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4923949 The complaint F, a limited company, is unhappy that Wise Payments Limited is holding it liable for transactions it has said it didn’t authorise. Mr I brings this complaint on behalf of F. What happened F had a business account with Wise and Mr I was authorised to manage the... (3 pages)View decision
