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 3962 results
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Decision Reference DRN-5126213
8 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5126213 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... (3 pages)View decision -
Decision Reference DRN9759024
27 May 2014 Santander UK Plc Not upheldBanking and creditMr B makes various complaints about Santander UK Plc’s customer service. He says the bank wouldn’t let him deposit money into his account and set up a payment in branch.backgroundMr B had an online only account with the bank. He complains:- About the service he received in branch.-Th... (2 pages)View decision -
Decision Reference DRN-3325516
21 Feb 2022 National Westminster Bank Plc UpheldMortgagesDRN-3325516 The complaint Ms D and Mr L complain about their declined mortgage application through National Westminster Bank Plc. The reason behind the refusal was their source of deposit, which they say NatWest should have asked them about sooner. What happened Mr L approached NatWest to ... (4 pages)View decision -
Decision Reference DRN-3304667
28 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3304667 The complaint Mr W is unhappy Barclays Bank UK PLC (“Barclays”) haven’t refunded a series of transactions made from his current account which he says he didn’t make or otherwise authorise himself. What happened Mr W contacted Barclays in 2018 and 2019 to report a series of gamb... (6 pages)View decision -
Decision Reference DRN-4593715
31 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4593715 The complaint Mr E complains that Bank of Scotland plc (trading as “Halifax”) won’t refund £16,000 he lost to an employment scam beginning in June 2022. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief... (4 pages)View decision -
Decision Reference DRN-5069328
24 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5069328 The complaint Mr I complains that Barclays Bank UK Plc processed a cheque, intended for him, into an account that he says was fraudulently opened. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview o... (2 pages)View decision -
Decision Reference DRN-3505698
28 Jun 2022 PayPal (Europe) Sarl et Cie SCA Not upheldBanking and PaymentsDRN-3505698 The complaint Mr B complains that PayPal (Europe) Sarl et Cie SCA wouldn’t help him recover funds from a PayPal transaction after he told it that he hadn’t received the item he’d purchased. What happened In late 2019, Mr B paid a deposit for a car using his PayPal account. He s... (2 pages)View decision -
Decision Reference DRN-4697147
18 Apr 2024 Advantage Insurance Company Limited Not upheldInsuranceDRN-4697147 The complaint Mr S complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim under his car insurance policy when his car was damaged while in its care. When I mention Advantage I also mean its suppliers. What happened Mr S had a motor insurance polic... (2 pages)View decision -
Decision Reference DRN-5517817
14 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5517817 The complaint Miss A has complained about how Clydesdale Bank Plc trading as Virgin Money handled her dispute with a third party merchant. What happened In November 2024, Miss A tried to pay a £50 deposit to a third party merchant, using her Virgin credit card. It didn’t go ... (2 pages)View decision -
Decision Reference DRN-3944405
3 Feb 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3944405 The complaint In summary, Mr H has complained that Metro Bank Plc, returned an international payment that was made into his bank account with Metro. Mr H says the sender of the payment has now become insolvent and that he can’t recover the money that Metro returned. He wants M... (4 pages)View decision
