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 4703 results
-
Decision Reference DRN-4757547
16 Aug 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4757547 The complaint Mr D says that due to Barclays Bank UK Plc’s actions, his account with the bank went overdrawn. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. Briefly, as I understand it, on 30 March 2023 Mr D’... (3 pages)View decision -
Decision Reference DRN0851049
26 Sep 2014 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc has held him responsible for a number of transactions that were debited from his account but which he says he not make or authorise.Mr D is represented by his father in referring his complaint here. background The disputed transactions, for a tot... (4 pages)View decision -
Decision Reference DRN3077576
19 Dec 2017 Nationwide Building Society Not upheldBanking and creditMs L complains that Nationwide Building Society won’t refund a number of payments taken from her account using her debit card, which she says she didn’t make or authorise.backgroundMs L disputes 20 debit card payments to an online gambling account, totalling £200. Sh... (2 pages)View decision -
Decision Reference DRN-3802029
10 Jan 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3802029 The complaint Mr J has complained that his bank Monzo Bank Ltd (“Monzo”) has refused to refund the money he has lost following him being the victim of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail.... (2 pages)View decision -
Decision Reference DRN-4757537
5 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4757537 The complaint Mr B says HSBC UK Bank Plc irresponsibly lent to him. What happened Mr B complains about two loans he took out from HSBC. The first (loan 1) was for £15,000 over 48 months on 15 January 2022 and the monthly repayments were £333.67. Loan 1 was used in part to settl... (3 pages)View decision -
Decision Reference DRN-4605682
7 Mar 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4605682 The complaint Mr C complained because Nationwide Building Society refused to refund him for transactions he said he didn’t make. What happened On 5 December 2022, Mr C rang Nationwide. He said his phone had been hijacked by malware a few days earlier, and there were some paymen... (3 pages)View decision -
Decision Reference DRN6897373
5 Dec 2013 PayPal Sarl & Cie, SCA Not upheldBanking and creditMiss W complains that PayPal Sarl & Cie, SCA has not refunded transactions that she says she did not make or authorise.backgroundMiss W used a gambling website to place a number of bets. She paid the stakes to the bookmaker from her PayPal account, which was fed by her bank account... (2 pages)View decision -
Decision Reference DRN-3920224
10 May 2023 NewDay Ltd Not upheldBanking and PaymentsDRN-3920224 The complaint Mr F complains NewDay Ltd trading as Aqua have refused to refund some transactions made on his credit card. What happened Mr F reported some transactions to NewDay he didn’t recognise as having made himself. The transactions, including foreign transaction fees, to... (2 pages)View decision -
Decision Reference DRN-4233356
11 Dec 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4233356 Complaint Ms M is unhappy that Lloyds Bank PLC (“Lloyds”) didn’t do more to stop her from gambling when she had a problem between September 2016 and July 2017. Background In January 2023, Ms M complained to Lloyds to say that it didn’t do enough to help during a difficult perio... (3 pages)View decision -
Decision Reference DRN-2759675
11 Jun 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2759675 The complaint Mr N complains that National Westminster Bank Plc won’t refund payments he says he didn’t make from his account. What happened Mr N contacted NatWest to dispute payments made with his card online to a gambling company. He says he didn’t make these payments and is ... (3 pages)View decision
