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-4993697
10 Sep 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4993697 The complaint Mr D complains that Bank of Scotland trading as Halifax has treated him unfairly by giving him an overdraft on his account. What happened Halifax granted Mr D an overdraft facility on his account in October 2018 for £500. The overdraft facility’s credit limit ... (3 pages)View decision -
Decision Reference DRN-2182297
17 Sep 2020 Santander UK Plc UpheldBanking and PaymentsDRN-2182297The complaintMr and Mrs O aren’t happy with how Santander UK Plc handled an international transfer. The transfer was returned which they say caused them to lose £1,824.54. What happenedMr and Mrs O asked Santander to transfer £100,000 to an overseas firm in America. They hadn’t ... (3 pages)View decision -
Decision Reference DRN-4533590
22 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4533590 The complaint Mr P complains that Revolut Ltd won’t refund him after he was the victim of a fake job scam. Mr P is represented by a professional representative, but I’ll refer to him only for ease of reading. What happened The circumstances surrounding this complaint are w... (4 pages)View decision -
Decision Reference DRN-4986675
11 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4986675 The complaint Mr B complains about the actions of Revolut Ltd when he lost money to a scam. Mr B is being represented by a claims management company but for ease of reading I’ll only refer to Mr B in the decision. What happened The detailed background to this complaint is ... (5 pages)View decision -
Decision Reference DRN-5316427
29 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5316427 The complaint Mr F complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. Mr F says that in 2023 he was looking online for investment opportu... (6 pages)View decision -
Decision Reference DRN-3762289
1 Dec 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3762289 The complaint Mr M complains that HSBC UK Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well k... (5 pages)View decision -
Decision Reference DRN-5894897
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5894897 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money he lost as a result of a scam. Mr C has been represented in his complaint by a firm of solicitors. What happened The background to this complaint is well known to the pa... (5 pages)View decision -
Decision Reference DRN-4691792
13 Nov 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4691792 The complaint Miss H has complained that she is unhappy with the quality of a car she acquired in March 2023, using a hire purchase agreement with Zopa Bank Limited (“Zopa”). What happened Miss H acquired a used BMW at the end of March 2023, using a hire purchase agreement ... (5 pages)View decision -
Decision Reference DRN-3122111
22 Nov 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3122111 The complaint Mr B complains that money was taken out of an Individual Savings Account (ISA) he holds with Lloyds Bank PLC. What happened Mr B opened the ISA in July 2019. In April 2020 a sum of just over £14,000 was taken from the account by a third-party seeking recovery of o... (2 pages)View decision -
Decision Reference DRN0529142
19 Jan 2018 Barclays Bank Plc Not upheldInvestment and pensionsMr P’s complaint is represented by CLAIMS. It is about his investment of £100,000 in a portfolio bond – wholly invested in a Legal and General Distribution Fund (“LGDF”), within the bond. Barclays Bank Plc recommended this investment to him in 2006. He says the in... (4 pages)View decision
