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-4845070
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4845070 The complaint Mr O complains that Monzo Bank Ltd has unfairly refused to refund his losses after he fell victim to a scam. Mr O is represented in his complaint by a professional third party but for ease I will refer to Mr O throughout. What happened Mr O met an individual th... (4 pages)View decision -
Decision Reference DRN5628747
7 Sep 2021 National Westminster Bank Plc UpheldBanking and creditMr P complains that National Westminster Bank Plc declined his claim under Section 75 of the Consumer Credit Act 1974. Background In June I issued a provisional decision saying that I was minded to uphold Mr P’s complaint. I then invited both parties to let me have any further submissions ... (8 pages)View decision -
Decision Reference DRN2203554
28 Feb 2020 Metro Bank PLC Not upheldBanking and creditMrs W complains that Metro Bank PLC (“Metro”) is holding her liable for a large number of cash machine withdrawals that were made using her debit card. Mrs W says she didn’t make or authorise them and that Metro should therefore refund them.Mrs W’s daughter, Miss W, is helping her to bring... (6 pages)View decision -
Decision Reference DRN-2501428
22 Jan 2021 Motors Insurance Company Limited UpheldInsuranceDRN-2501428 The complaint Mr K complains that Motors Insurance Company Limited have declined his Guaranteed Asset Protection (GAP) insurance claim after his brand-new car was written-off following an accident. What happened In 2019 Mr K took possession of a brand-new car at his home addres... (5 pages)View decision -
Decision Reference DRN-5118776
20 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5118776 The complaint Ms H complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (7 pages)View decision -
Decision Reference DRN8525823
28 May 2019 Barclays Bank UK PLC Not upheldBanking and creditMiss M complains about an issue with a car that she bought partly using credit provided by Barclays Bank UK PLC, trading as Barclaycard. Her complaint is made against Barclaycard under section 75 of the Consumer Credit Act 1974. background Miss M bought a used car for... (3 pages)View decision -
Decision Reference DRN-4701330
22 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4701330 The complaint Ms D complains that HSBC UK Bank Plc trading as first direct (“FD”) won’t reimburse money she lost to an investment scam. What happened On 8 March 2024 I issued my provisional decision on this complaint. I gave both parties an opportunity to provide any further ev... (7 pages)View decision -
Decision Reference DRN-4887432
5 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4887432 The complaint Mr G complains that Revolut Ltd won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Mr G fell victim to a task-based ... (5 pages)View decision -
Decision Reference DRN-5527063
1 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5527063 The complaint Mr V complains that Revolut Ltd has declined to reimburse payments he made as part of an investment scam. What happened As the facts are well known to both parties and not in dispute, I’ll summarise them briefly. Mr V found an investment opportunity on social m... (10 pages)View decision -
Decision Reference DRN5089005
10 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMiss M complains National Westminster Bank Plc has closed her current account and is holding her responsible for a debt that arose from some transactions that she neither made nor authorised.backgroundMiss M has held a current account with NatWest for a number of years and she had onlin... (3 pages)View decision
