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 3981 results
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Decision Reference DRN-4285630
19 Dec 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4285630 The complaint Mr S complains that HSBC UK Bank Plc won’t reimburse him with the money he sent to one of its customer’s accounts as the 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... (6 pages)View decision -
Decision Reference DRN5471308
14 Aug 2013 Nationwide Building Society UpheldInvestment and pensionsMs B has complained through a third party representative that advice she received from Nationwide Building Society (“the business”) in 2000 to invest capital sums in three investments were unsuitable. At that time, she had monthly outgoings with no income from employment as she had re... (6 pages)View decision -
Decision Reference DRN-4987974
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4987974 The complaint Miss N complains that Barclays Bank UK PLC did not refund a series of payments she lost to a scam. What happened Miss N fell victim to a task-based job scam, after she was contacted via a messaging platform about a remote job opportunity. She was told she had t... (3 pages)View decision -
Decision Reference DRN-5147280
23 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5147280 The complaint Mrs B complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Mrs B was contacted via a messaging app about an investment opportunity, which turned out to be a scam. She was told the investment was buying and selling cur... (9 pages)View decision -
Decision Reference DRN-5277160
8 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5277160 The complaint Mr R complains that Barclays Bank (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-2266652
21 Jan 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2266652 The complaint Mr M is complaining about how HSBC UK Bank Plc dealt with a request to put his account on hold and the actions they took after this. What happened Mr M had a graduate account with HSBC which was overdrawn in 2013. Mr M was not able to manage his account for potent... (3 pages)View decision -
Decision Reference DRN-4813674
30 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4813674 The complaint Mrs O is unhappy that Bank of Scotland plc trading as Halifax decided not to refund her, after she says she was the victim of a scam. What happened Mrs O found a window fitting company. In December 2021 she paid a 30% deposit of £1,582. An instalment date was ... (4 pages)View decision -
Decision Reference DRN-3552108
12 Jul 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3552108 The complaint Mr S complained about Monzo Bank Limited. He said a cash machine debited his account but didn’t dispense his money, but Monzo refused to refund him. What happened On 30 May 2021, Mr S contacted Monzo and disputed a transaction. He said he’d used a ca... (4 pages)View decision -
Decision Reference DRN-5185156
3 Dec 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5185156 The complaint Miss W complains that Moneybarn No 1 Ltd trading as Moneybarn didn’t sufficiently check she could afford to sustain the repayments for two conditional sale agreements she’d with them. In bringing her complaint Miss W is represented by a third party. For ease of... (5 pages)View decision -
Decision Reference DRN-5004200
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5004200 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money she says she lost to a scam. This decision only relates to the payments made from Mrs H’s accounts. A number of payments were also made from Mrs H’s husbands’ accoun... (5 pages)View decision
