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-2498018
26 Mar 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2498018 The complaint Mr W complained because Santander UK Plc refused to reimburse him for payments which he said he didn’t make. What happened On 5 June 2020, 18 payments to an online gambling firm were debited to Mr W’s Santander account between 15:26 and 15:44. These totalled £1,00... (3 pages)View decision -
Decision Reference DRN5816033
24 Feb 2021 National Westminster Bank Plc Not upheldBanking and creditMr D is unhappy that National Westminster Bank Plc (“NatWest”) won’t reimburse money he says was taken fraudulently from Mrs D’s account. Mr D brings this complaint in his capacity as the executor of Mrs D (his late-wife’s) estate. background In October 2017 Mrs D opened a current account ... (5 pages)View decision -
Decision Reference DRN3041029
4 Mar 2021 Barclays Bank UK PLC Not upheldBanking and creditMr O is unhappy Barclays Bank UK PLC (“Barclays”) is holding him liable for lending he says was taken out fraudulently in his name. background In August 2018 Mr O says he received a call from a scammer pretending to be Barclays. He says they told him his account had been compromised and so... (4 pages)View decision -
Decision Reference DRN5865590
7 May 2021 Santander Consumer (UK) Plc Not upheldBanking and creditMr B complains about a conditional sale agreement that he had with Santander Consumer (UK) Plc. background I set out the background to Mr B’s complaint in my earlier decision, which was a provisional decision. However, so that all the relevant information is in this one document I’ll set o... (5 pages)View decision -
Decision Reference DRN6245158
23 Sep 2015 WorldPay (UK) Limited Not upheldBanking and creditMr B complains that WorldPay (UK) Limited did not do enough to defend a chargeback request on a card payment he had taken for his business.backgroundMr B used WorldPay to process card payments made to his business. He took a ‘card not present’ type transaction for... (2 pages)View decision -
Decision Reference DRN-3025999
20 May 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3025999 The complaint Mrs S complains that Marks & Spencer Financial Services plc refuses to refund payments she made to a binary options investment scammer. What happened Mrs S was contacted by a Senior Account Manager (‘Shaun’) from a company I’ll call ‘E’, who persuaded her to i... (10 pages)View decision -
Decision Reference DRN-5354722
23 Jun 2025 Social Money Limited Not upheldMortgagesDRN-5354722 The complaint Mr A complains that Social Money Limited won’t refund £105,137.60, which he says was paid by mistake. What happened Mr A had a loan with Social Money Limited, which was secured on a property. He borrowed £92,000. The precise terms of the loan are disputed – but... (3 pages)View decision -
Decision Reference DRN-4584913
28 Mar 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4584913 The complaint Mr G complains that Clydesdale Bank Plc, trading as Virgin Money, delayed transferring his money to a third-party savings account which cost him interest. What happened The details of this complaint are well known to both parties, so I won't repeat them again... (3 pages)View decision -
Decision Reference DRN-3876109
1 Dec 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3876109 The complaint Mrs W complains that Bank of Scotland plc trading as Halifax won’t refund money she lost as a result of a scam. What happened Mrs W was a single parent and carer for her two terminally ill parents. She was looking to purchase a car big enough to transport them, th... (4 pages)View decision -
Decision Reference DRN-2976926
3 Nov 2021 Metro Bank PLC Not upheldInvestmentsDRN-2976926 The complaint Mrs H complains that she was unable to access her account with Metro Bank PLC containing the funds transferred from her fixed term deposit account when it matured. This was because the telephone number on the account was incorrect which meant she was unable to reg... (6 pages)View decision
