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 171073 results
-
Decision Reference DRN-5606794
21 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5606794 The complaint Miss B complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Miss B has previously been represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The... (3 pages)View decision -
Decision Reference DRN-5606797
21 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5606797 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss B has previously been represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The b... (4 pages)View decision -
Decision Reference DRN-5885517
21 Oct 2025 Hey Habito Ltd UpheldMortgagesDRN-5885517 The complaint Mr M and Mr W complain about the failure of Hey Habito Ltd to apply to port their mortgage product when they moved house which meant they had to pay an early repayment charge (“ERC”). What happened Mr M and Mr W had a mortgage with a lender I shall call Lender... (3 pages)View decision -
Decision Reference DRN-5693077
21 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5693077 The complaint Mr B said that Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”) unfairly chased him for payment after he’d handed back a car he acquired on finance. What happened Mr B entered into a hire agreement to acquire a new c... (3 pages)View decision -
Decision Reference DRN-5847757
21 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5847757 The complaint Mr S complains that National Westminster Bank Public Limited Company (NatWest) didn’t do enough to protect him from falling victim to a scam. Mr S has used a representative to help bring his complaint. But, for ease of reading, I’ll mostly refer to Mr S himsel... (3 pages)View decision -
Decision Reference DRN-5721285
21 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5721285 The complaint Ms P complains American Express Services Europe Limited (“AMEX”) refuses to refund her for unauthorised transactions on her account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Ms P says ... (3 pages)View decision -
Decision Reference DRN-5644292
21 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5644292 The complaint Mr and Mrs O complain that Santander UK Plc closed their accounts and withheld a payment of around £25,000. What happened Mr and Mrs O had accounts with Santander. In 2024, a third party arranged to pay around £25,000 into the account. Mr O says this was outsta... (2 pages)View decision -
Decision Reference DRN-5748909
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748909 The complaint Mrs R complains Monzo Bank Ltd (“Monzo”) failed to protect her from financial harm and prevent her loss when she fell victim to a scam. Mrs R has appointed a professional representative who has brought this complaint on her behalf. However, for ease, I will sim... (3 pages)View decision -
Decision Reference DRN-5624023
21 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5624023 The complaint Mr O complains that Lloyds Bank PLC (“Lloyds”) closed his account and registered an adverse Cifas marker against him. What happened Mr O had a current account with Lloyds. In December 2023, Mr O received two payments into his account from third parties. Lloyds... (4 pages)View decision -
Decision Reference DRN-5893764
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5893764 The complaint Mr K is unhappy with the service he received from Monzo Bank Ltd when he called up to close his current account. What happened Mr K called Monzo in June 2025 to close his current account. The adviser told Mr K to withdraw any money still in the account and then... (2 pages)View decision
