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 170994 results
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Decision Reference DRN-5607502
17 Jul 2025 Nationwide Building Society Not upheldMortgagesDRN-5607502 The complaint Mr W complains about the actions of Nationwide Building Society (“Nationwide”) in relation to a letter he’d requested. What happened Mr W had a mortgage with Nationwide that was redeemed in 2016. He also had a policy with a business I’ll refer to as “R”. By Jan... (3 pages)View decision -
Decision Reference DRN-5359950
17 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5359950 The complaint Mrs W complains that Lloyds Bank PLC hasn’t reimbursed the money she says she’s lost to a scam. What happened Mrs W saw an advertisement for a chance to invest in off-plan buy-to-let properties within buildings owned by a company which I’ll refer to as ‘E’. She... (3 pages)View decision -
Decision Reference DRN-5591463
17 Jul 2025 Yorkshire Building Society UpheldMortgagesDRN-5591463 The complaint Mr and Mrs H complain that Yorkshire Building Society created an ‘unreasonable post-sale barrier’ by timing their mortgage interest product to end on a Friday, preventing them from remortgaging until the following Monday. What happened Mr and Mrs H applied for... (3 pages)View decision -
Decision Reference DRN-5374167
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5374167 The complaint Mr S complains that Santander UK Plc didn’t do enough to protect him at a time he made payments toward what he now believes to have been a scam. He further complaint Santander hasn’t refunded him since the scam was reported. Mr S has used a professional represe... (4 pages)View decision -
Decision Reference DRN-5692601
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5692601 The complaint Mr M complains that Santander UK Plc won’t reimburse him for payments he made to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M noticed a... (4 pages)View decision -
Decision Reference DRN-5603956
17 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5603956 The complaint Mr S complains about the service he received from Lloyds Bank PLC (“Lloyds”) when one of its representatives continued to call him after he cut the call during an emergency. Mr S believes the constant calling whilst he was driving could’ve caused an accident du... (2 pages)View decision -
Decision Reference DRN-5428516
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5428516 The complaint Mrs H complains that Revolut Ltd won’t refund her the money she lost in a work-tasks scam. Mrs H is being represented by a professional representative, but for ease of reading I’ll just refer to her. What happened The background to this complaint is well-known... (6 pages)View decision -
Decision Reference DRN-5070149
17 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5070149 Complaint Mr N is unhappy that Lloyds Bank PLC didn’t reimburse him in full after he reported falling victim to a scam. Background In late 2023, Mr N was unfortunately targeted by an employment scam. Having recently been made redundant, he was actively seeking new job opport... (3 pages)View decision -
Decision Reference DRN-5166187
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5166187 The complaint Miss M is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss M fell victim to a cruel investment scam after responding to information she saw on... (5 pages)View decision -
Decision Reference DRN-5142912
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5142912 The complaint Miss M is being represented by a claims manager. She’s complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss M fell victim to a cruel investment scam after... (5 pages)View decision
