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-4555233
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4555233 The complaint Mr K is unhappy Revolut Ltd won’t reimburse money he lost to a scam. What happened In September 2021 Mr K fell victim to an investment scam. He was persuaded to make a small initial payment from another of his bank accounts (at a bank that I’ll call N). When he... (8 pages)View decision -
Decision Reference DRN-2189218
20 Nov 2020 Metro Bank PLC Not upheldBanking and PaymentsDRN-2189218 The complaint Mr S has complained that Metro Bank PLC won’t refund him for disputed transactions he didn’t make or authorise. What happened Mr S has a current account with Metro and several online gambling accounts . Between 29 August 2019 and 2 September 2019 Mr S’s debit card... (4 pages)View decision -
Decision Reference DRN-5438272
7 Apr 2025 Santander UK Plc Not upheldConsumer CreditDRN-5438272 The complaint Ms M complains that Santander UK Plc was irresponsible in its lending to her. She wants all interest and charges applied to her loans refunded along with statutory interest and any adverse information recorded about the loans removed from her credit file. Ms M ... (3 pages)View decision -
Decision Reference DRN-4707673
26 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4707673 The complaint A, a limited company complains that Santander UK Plc closed its account without good reason and did not give it notice. A’s complaint has been brought to our service by its directors, Mr and Mrs V. What happened Mr and Mrs V’s company, A, had a business account wi... (7 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-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-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-5422604
15 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5422604 The complaint Mr A complains that Lloyds Bank Plc didn’t do enough to protect him from the financial harm caused by a job scam, 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 known to both ... (4 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 DRN-3660482
10 Dec 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3660482 The complaint Mr P complains that Nationwide Building Society won’t refund money he lost to what he describes as an investment scam. What happened Mr P has explained that in 2020, he made the following payments to Rodeler (trading as 24option) from his Nationwide account, using... (5 pages)View decision
