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-5149307
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5149307 Complaint Mr M is unhappy that Monzo Bank Ltd didn't reimburse him after he told it he'd fallen victim to a scam. Background In 2023, Mr M was in the midst of an episode of severe mental ill health. He came across a website on which a man offering his services clai... (2 pages)View decision -
Decision Reference DRN-5474876
18 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5474876 The complaint Mr E complains that HSBC UK Bank Plc delayed in transferring the balance on his account to him and in answering his complaint. What happened On 1 November 2024 Mr E contacted HSBC on its online chat service as he wanted the balance on his savings account, of £1... (2 pages)View decision -
Decision Reference DRN-5580262
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5580262 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he lost to an investment scam. What happened The background to this complaint is known to both parties. I won’t repeat all the details here. In summary, Mr D says t... (3 pages)View decision -
Decision Reference DRN-5477300
18 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5477300 The complaint Mr H complains that NewDay Ltd trading as Newpay lent to him irresponsibly. What happened In December 2019 Mr H applied for a credit card with NewDay. NewDay approved the application and gave Mr H a card with a credit limit of £1500. Mr H complained that NewDay... (3 pages)View decision -
Decision Reference DRN-5272766
18 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5272766 The complaint Mr L complains that Barclays Bank UK PLC did not reimburse the funds he lost to a scam. What happened Mr L was looking to purchase a new van for work and found one online. He contacted the seller and agreed to pay a deposit of £1,000 on 7 September 2022 ahead o... (4 pages)View decision -
Decision Reference DRN-5594800
18 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5594800 The complaint Mr K complains J.P Morgan Europe Limited trading as Chase didn’t do enough to help get a refund for a purchase made on his debit card. What happened In March 2024, Mr K bought an item online from a company I’ll call “E”, paying with his Chase debit card. Mr K ... (3 pages)View decision -
Decision Reference DRN-5631213
18 Jun 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5631213 The complaint Mr and Mrs T have complained about a mortgage they hold with The Royal Bank of Scotland Plc trading as The One Account (RBS). They’ve said they didn’t have access to all the account facilities between 2009 and 2015, and the interest rate they’ve been charged is... (13 pages)View decision -
Decision Reference DRN-5319764
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5319764 The complaint Miss A complains that Revolut Ltd won’t refund her money she lost in a work tasks scam. Miss A is being represented by a professional representative, but for ease of reading I’ll just refer to Miss A. What happened Miss A says she registered with a recruitmen... (4 pages)View decision -
Decision Reference DRN-5203657
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203657 The complaint Mr M complains that Monzo Bank Ltd (Monzo) won’t refund transactions made on his account that he didn’t authorise. What happened On 4 July 2024, Mr M contacted Monzo to report that he had been a victim of fraud. He said a friend that he had trusted and that ha... (4 pages)View decision -
Decision Reference DRN-4922355
18 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4922355 The complaint Miss O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) have failed to refund money that Miss O lost as part of a scam. What happened Miss O met someone on a social media site who was actually a scammer that I will call B. B said that... (3 pages)View decision
