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 162956 results
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Decision Reference DRN-5034512
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5034512 The complaint Mr P complains that Revolut Ltd won’t refund money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. In summary, Mr P complains that he made the following card paymen... (8 pages)View decision -
Decision Reference DRN-5246526
24 Jan 2025 Metro Bank PLC Not upheldMortgagesDRN-5246526 The complaint Mr M complains that Metro Bank PLC has refused to offer him another interest rate product on his mortgage. What happened In 2022 Mr M took out a mortgage with Metro Bank on a fixed rate due to end on 28 March 2025. In April 2024 Metro Bank called Mr M and aske... (2 pages)View decision -
Decision Reference DRN-5284912
24 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5284912 The complaint Mr A complains Santander UK Plc (“Santander”) blocked his account and withheld funds of around £10,000 causing him significant financial loss, distress, and inconvenience. Mr A adds that Santander reported adverse information about him to other banks which has ... (5 pages)View decision -
Decision Reference DRN-5080396
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5080396 The complaint Ms K complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. Ms K is being represented by a third party. To keep things simple, I will refer to Ms K throughout my decision. What happened The background of t... (2 pages)View decision -
Decision Reference DRN-5080382
24 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5080382 The complaint Ms K complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund her the amount she lost as the result of a scam. Ms K is being represented by a third party. To keep things simple, I will refer to Ms K throughout my decision. What h... (2 pages)View decision -
Decision Reference DRN-5196970
24 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5196970 The complaint Mr S complains Nationwide Building Society (“Nationwide”) asked him for information including about his account activity as part of a review. Mr S is also unhappy Nationwide later restricted and closed his accounts. Mr S says Nationwide’s actions have caused hi... (3 pages)View decision -
Decision Reference DRN-5195904
24 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5195904 The complaint Miss D complains that she has suffered severe emotional distress – as well as concerns about the security of her own personal data - in relation to her receiving personal information relating to another customer in an email sent to her by Moneybarn. Miss D also... (4 pages)View decision -
Decision Reference DRN-5010521
24 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5010521 The complaint Mrs G, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. I... (4 pages)View decision -
Decision Reference DRN-5010555
24 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5010555 The complaint Mrs G, via a representative, has complained that J.P. Morgan Europe Limited trading as Chase (“Chase”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not r... (3 pages)View decision -
Decision Reference DRN-5151246
24 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5151246 The complaint Mr and Mrs M complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money they lost when they fell victim to a scam. What happened Mr and Mrs M invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in January 2020. Mr and Mrs M’s understan... (7 pages)View decision
