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 3967 results
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Decision Reference DRN-4690665
18 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4690665 The complaint Mr A complains that Santander UK Plc unfairly closed his account and took too long to release his account balance back to him. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (7 pages)View decision -
Decision Reference DRN-4663745
20 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4663745 The complaint Miss I complains that Monzo Bank Ltd won’t reimburse her the money she transferred to a fraudster. What happened Miss I has explained that she received contact from an individual claiming to work as an online travel assistant (but who was in fact a fraudster) via ... (3 pages)View decision -
Decision Reference DRN0465880
18 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMs L complains that National Westminster Bank plc (NatWest) is unfairly holding her responsible for a debt that arose from transactions she says she neither made nor authorised.backgroundMs L holds two accounts with NatWest, and I shall refer to them as “account A” and “account B”. A c... (2 pages)View decision -
Decision Reference DRN-4593169
31 Jan 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4593169 The complaint Mr E complains that Lloyds Bank Plc (“Lloyds”) won’t refund £44,395 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 summary, Mr E fe... (4 pages)View decision -
Decision Reference DRN7939560
12 Oct 2017 TSB Bank plc Not upheldBanking and creditMrs A complains about the service provided to her by TSB Bank plc (“TSB”) in respect of a £20 deposit she made to her current account (“account”).background On 22 May 2017 Mrs A went to a TSB branch to deposit £20 to her account. As the branch was busy Mrs A was ... (2 pages)View decision -
Decision Reference DRN-5516823
29 Apr 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5516823 The complaint Mr A complains that J.P. Morgan Europe Limited trading as Chase won’t refund money he lost when he fell victim to a car purchase scam. What happened Mr A saw a car for sale, on a well-known e-commerce marketplace, that he was interested in buying. He says he c... (5 pages)View decision -
Decision Reference DRN-4042199
25 Apr 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4042199 The complaint Mr B complains that Marks &Spencer Financial Services Plc (M&S) have unfairly refused to refund a payment of £4,251.52 made from his credit card in July 2017 that he says he lost as part of an investment scam. What happened The details of this complaint ar... (4 pages)View decision -
Decision Reference DRN-3605581
26 Sep 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3605581 The complaint Mr L is unhappy that HSBC UK Bank Plc suspended his online account access when he could not answer its question about a payment instruction on his account. What happened The third-party on Mr L’s account tried to make an online payment for £4,000 on 4 February 202... (2 pages)View decision -
Decision Reference DRN-3131546
17 Feb 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3131546 The complaint Ms M complains that Santander UK Plc won’t refund transactions she says she did not make and does not recognise. What happened Ms M is disputing three transactions all made to the same electronic money institution, which I’ll refer to as W. Date Amount Type of pay... (4 pages)View decision -
Decision Reference DRN-3318034
8 Mar 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3318034 The complaint Mr Y is unhappy with the way Nationwide Building Society (Nationwide) handled an issue that arose whilst he was depositing a cheque via an ATM. What happened Mr Y was depositing a cheque to his current account using an ATM. When keying ... (3 pages)View decision
