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 162957 results
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Decision Reference DRN-4987965
12 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4987965 The complaint Mr O complains that J.P. Morgan Europe Limited, trading as Chase, will not refund the money he lost as a result of an authorised push payment (APP) scam. Mr O brought his complaint to this service through a representative. For ease of reading I will refer sole... (4 pages)View decision -
Decision Reference DRN-4828877
12 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4828877 The complaint Mr E complains that Barclays Bank UK PLC (‘Barclays’) won’t refund money he says was lost as the result of a scam. What happened Mr E says he lives in a close-knit community and was told about the opportunity to invest in an established local business – a rest... (4 pages)View decision -
Decision Reference DRN-5318181
12 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5318181 The complaint Mr F complains about a credit card account he has with HSBC UK Bank Plc (HSBC) and that he was not contacted about two missed payments that were needed on the account. Mr F is concerned about the impact this has on his credit file and available credit with othe... (3 pages)View decision -
Decision Reference DRN-4828872
12 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4828872 The complaint Mr E complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund money he says was lost as the result of a scam. What happened Mr E says he lives in a close-knit community and was told about the opportunity to invest in an established local... (4 pages)View decision -
Decision Reference DRN-5321588
12 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5321588 The complaint Mr G complains that Revolut Ltd (‘Revolut’) won’t refund card payments he made as the result of a scam. What happened In May 2024, Mr G was setting up an ecommerce account with a well-known online retailer. Mr G was contacted by someone posing as a customer se... (5 pages)View decision -
Decision Reference DRN-5302046
12 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5302046 Complaint This complaint is being made against Nationwide Building Society (“Nationwide”) by the estate of Mrs H. For the sake of clarity I will refer to the estate of Mrs H as “the estate” in this final decision. The estate has complained about credit card limit increases ... (6 pages)View decision -
Decision Reference DRN-5290875
12 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5290875 Complaint Miss N has complained about a credit card and subsequent limit increase which TSB Bank plc (trading as “TSB”) provided to her. She says that the credit card and limit increase was unaffordable for her. Background TSB initially provided Miss N with a credit card in... (4 pages)View decision -
Decision Reference DRN-4878962
12 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4878962 The complaint Mr U is unhappy that Monzo Bank Ltd didn’t refund him after he lost money to what he believes was an Authorised Push Payment (‘APP’) 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... (3 pages)View decision -
Decision Reference DRN-4840039
12 Feb 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-4840039 The complaint Mr H complains that Metro Ltd unfairly registered a marker about him at Cifas, the national fraud database. He is also unhappy that Metro closed his account. What happened Mr H had an account with Metro which he’d opened in 2023. On 11 January 2024, seven paym... (4 pages)View decision -
Decision Reference DRN-4939394
11 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4939394 The complaint Mr G complains that Bank of Scotland plc won’t refund money he paid to a builders’ merchant when a dispute arose, or otherwise compensate him. The bank trades in this case under its Halifax brand. What happened Mr G engaged a builder to complete an extension to... (2 pages)View decision
