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-5267750
24 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5267750 The complaint Mrs Q is unhappy that Revolut Ltd haven’t refunded money she lost as a result of 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. In early 202... (9 pages)View decision -
Decision Reference DRN-4330682
24 Feb 2025 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-4330682 The complaint Mr W has complained that he was charged a subscription for an eBay shop package, even though he was unable to make use of it because eBay Commerce UK Ltd (“eBay”) had placed a restriction on his account. What happened Mr W had a personal eBay Marketplace accou... (6 pages)View decision -
Decision Reference DRN-5199414
24 Feb 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5199414 The complaint A, complains that Zempler Bank Limited decided to block its business account without providing an explanation and have not retuned the account balance. A’s complaint has been brought to our service by Mr B. What happened The circumstances that led to this com... (3 pages)View decision -
Decision Reference DRN-5306897
24 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5306897 The complaint Mr B complains that Barclays Bank UK PLC blocked and then closed his accounts in January 2024. It then did not release funds to him until October 2024. What happened On 22 January 2024 Barclays blocked Mr B’s accounts with it, while it conducted a review. On 30... (2 pages)View decision -
Decision Reference DRN-5352701
24 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5352701 The complaint Ms R has complained that Lloyds Bank PLC won’t refund transactions she says she didn’t make or otherwise authorise. What happened In spring 2024, a continuous payment authority (CPA) was set up on Ms R’s Lloyds account using her card details. A CPA is a recurri... (3 pages)View decision -
Decision Reference DRN-4826866
24 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4826866 The complaint Miss G is unhappy with how TSB Bank plc handled a claim for a refund under the chargeback scheme. What happened Around January 2024 Miss G attended a dental clinic abroad, that I’ll refer to as ‘A’, for various work including implants. She paid £3,500 on her T... (4 pages)View decision -
Decision Reference DRN-5352629
24 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5352629 Complaint Miss L and Mr L have complained about the overdraft charges Nationwide Building Society (“Nationwide”) applied to their current account. Miss L and Mr L are being represented, by the (“representative”), in their complaint. The representative has said the charges ... (6 pages)View decision -
Decision Reference DRN-5122349
24 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5122349 The complaint Mr L has complained that Nationwide Building Society won’t refund the money he lost after falling victim to a scam. What happened Mr L was looking for work, and was contacted by scammers posing as recruiters. They referred him to a fake employer who offered him... (2 pages)View decision -
Decision Reference DRN-5256718
24 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5256718 The complaint Mr B and Miss K complain about what happened when they asked Bank of Scotland plc trading as Halifax to port their existing mortgage to a new property. The valuation for the new property was much lower than they expected, and they thought the valuer had got it ... (4 pages)View decision -
Decision Reference DRN-5303666
24 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5303666 The complaint Mr V complains about the actions of HSBC UK Bank Plc when he lost money to a scam. Mr V is being represented by a claims management company but for ease I’ll only refer to Mr V in my decision. What happened The detailed background to this complaint is well kn... (3 pages)View decision
