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 4009 results
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Decision Reference DRN-5569814
20 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5569814 The complaint Mr A is unhappy with Santander UK Plc. Mr A’s Mum (Mrs A) attempted to pay a cheque into his account for him when she was in a branch. But after she gave the cheque to the cashier it got stuck in the machine. Fortunately, the cheque didn’t rip, and the cashier ... (4 pages)View decision -
Decision Reference DRN2339957
31 Jan 2019 Santander UK Plc UpheldBanking and creditMr and Mrs B complain that Santander UK Plc won’t refund a £15,000 payment made from their account that they say they didn’t authorise.backgroundMr and Mrs B held a 1-2-3 current account with Santander. In February 2017 Mr B was the victim of a scam known as “sm... (10 pages)View decision -
Decision Reference DRN6311337
23 Mar 2019 Santander UK Plc Not upheldBanking and creditMiss B is unhappy that Santander UK Plc won’t refund payments from her 123 student account that she says she didn’t authorise. Miss B says she was tricked by fraudsters into handing over information which they then used to transfer funds out of her account.backgroun... (12 pages)View decision -
Decision Reference DRN2308736
26 Jun 2018 Barclays Bank Plc Not upheldBanking and creditMr T complains that Barclays Bank Plc won’t reimburse him, under section 75 of the Consumer Credit Act 1974, for the full cost of a kitchen and bathroom whose installation he paid the deposit for with his Barclaycard. Mr T is being assisted with his complaint by Mr ... (8 pages)View decision -
Decision Reference DRN-4993418
1 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4993418 The complaint Mr P complains that Revolut Ltd did not refund a series of transactions he lost to a scam. What happened Mr P found an advert for an investment opportunity online. He checked the website and it looked professional, there was a forum with articles and discussion... (10 pages)View decision -
Decision Reference DRN-5017766
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5017766 The complaint Mr and Mrs P has complained about Revolut Ltd not refunding several payments they say they made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr and Mrs P fell... (11 pages)View decision -
Decision Reference DRN-2699908
15 Feb 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2699908 The complaint Mrs B complains that HSBC UK Bank Plc won’t refund money she lost when she fell victim to a scam. What happened In June 2019 Mrs B fell victim to a scam. The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in su... (4 pages)View decision -
Decision Reference DRN-4287653
2 Jan 2024 Flagstone Group LTD Not upheldBanking and PaymentsDRN-4287653 The complaint The estate of Mrs F (the estate) complains that Flagstone Group LTD did not pay interest on the funds they held whilst awaiting documentation from the estate. What happened Mrs F had a Power of Attorney (POA) who set up an account with Flagstone to deposit funds f... (2 pages)View decision -
Decision Reference DRN-3043032
10 Mar 2022 Bank of America Europe DAC Not upheldInvestmentsDRN-3043032 The complaint Ms M’s complaint relates to the Dual Currency Deposit (‘DCD’) account she opened in 2008 with Bank of America Merrill Lynch International Designated Activity Company – hereafter referred to as ‘ML’ and, as respondent to the complaint, Bank of America Europe DAC (‘... (6 pages)View decision -
Decision Reference DRN5550012
26 Oct 2017 Bank of Scotland Plc UpheldBanking and creditMr G is unhappy about the way in which Bank of Scotland plc (trading as Halifax) dealt with his mortgage application. The complaint has been brought on his behalf by his mother, Ms K. Ms K says that Halifax: refused to consider a mining report for several weeks lea... (6 pages)View decision
