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-5508095
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5508095 The complaint Mr S complains that Lloyds Bank PLC did not refund the £20,000 he says he lost to a scam. Mr S is represented in this complaint by a solicitor, but for simplicity I will refer to Mr S throughout this decision, even when referencing what his representative has ... (3 pages)View decision -
Decision Reference DRN-5403256
16 Jul 2025 Darlington Building Society Not upheldMortgagesDRN-5403256 The complaint Mr F complains that Darlington Building Society lent him a mortgage irresponsibly. What happened In 2022, through a broker, Mr F took out a mortgage jointly with his father. Mr F was to live in the property. He and his father borrowed £142,950 over a term of 22... (2 pages)View decision -
Decision Reference DRN-5632395
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5632395 The complaint Mr A is unhappy that Lloyds Bank plc (‘Lloyds’) defaulted his credit card account when he’d underpaid his payment plan by less than £2. Mr A feels Lloyds should have done more to support him. Mr A would like his account reinstating and the default removing fro... (2 pages)View decision -
Decision Reference DRN-5361946
16 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5361946 The complaint Mr F complains about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest)’s decision not to uphold his dispute about the purchase of a car. What happened Mr F purchased a car in November 2023 from a merchant (who I’ll refer to as ‘C’ throughout this decis... (3 pages)View decision -
Decision Reference DRN-5501910
16 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5501910 The complaint Mr D complains that Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. Mr D is being represented by a company I will refer to as “R”. What happened The background to this complaint is well-known to both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-5660872
16 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5660872 Complaint Mr and Mrs P have complained about the overdraft charges Santander UK Plc (“Santander”) applied to their current account. Mr and Mrs P are being represented, by the (“representative”), in their complaint. The representative has said the charges applied to Mr and ... (5 pages)View decision -
Decision Reference DRN-5660821
16 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5660821 Complaint Mr M has complained about the overdraft charges TSB Bank plc (“TSB”) applied to his account. Mr M is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr M’s account were unfair as there was a failu... (5 pages)View decision -
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
