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 DRN6221168
5 Jun 2014 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs J complain that Bank of Scotland plc (BoS) refused unreasonably to agree to the proposed sale of their property when they were in financial difficulties. They also complain that the bank failed to respond to their correspondence regarding proposed payment plans and that it ... (5 pages)View decision -
Decision Reference DRN1162279
20 Dec 2016 Bank of Scotland Plc Not upheldBanking and creditComplaintMiss A’s complained Bank of Scotland plc (‘BOS’) won’t refund transactions she said she didn’t make.backgroundMiss A opened an account with BOS for the sole purpose of saving for her wedding. She made two deposits into the account in November and March. She ... (2 pages)View decision -
Decision Reference DRN-5070149
17 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5070149 Complaint Mr N is unhappy that Lloyds Bank PLC didn’t reimburse him in full after he reported falling victim to a scam. Background In late 2023, Mr N was unfortunately targeted by an employment scam. Having recently been made redundant, he was actively seeking new job opport... (3 pages)View decision -
Decision Reference DRN3494877
26 Jan 2019 Barclays Bank UK PLC UpheldBanking and creditMr P is complaining that Barclays Bank Plc hasn’t refunded the amount he paid for three mobile phones. Mr P brings this complaint against Barclays relying, in part, on the provisions of section 75 of the Consumer Credit Act 1974. backgroundIn November 2013 Mr P agre... (3 pages)View decision -
Decision Reference DRN-2273378
19 Oct 2020 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2273378 The complaint Mr M complains that Barclays Bank UK Plc (Barclays) won’t refund disputed transactions made using his debit card, which he says he didn’t make or otherwise authorise. He is also unhappy Barclays have refused to raise chargebacks. What happened Mr M says that fraud... (7 pages)View decision -
Decision Reference DRN2330833
5 Sep 2013 Barclays Bank Plc Not upheldInvestment and pensionsMrs A has complained through a third party representative that advice she received from Barclays Bank Plc in 2003 to invest part of a recent inheritance in a stocks and shares ISA and a unit trust was unsuitable for her.Specifically, her representative has said that: Mrs A was retir... (3 pages)View decision -
Decision Reference DRN-5296343
30 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296343 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 8 October 2024 covered the details of Mr A’s testimony and timeline of the transacti... (5 pages)View decision -
Decision Reference DRN-4993009
30 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4993009 The complaint Mr L complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr L is being represented by a claims management company. What happened The detailed background to this complaint is well known to both parties. The facts ab... (4 pages)View decision -
Decision Reference DRN-5739280
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5739280 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr M is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (10 pages)View decision -
Decision Reference DRN3183550
13 Jun 2018 Shawbrook Bank Limited UpheldBanking and creditMr and Mrs B’s complaint against Shawbrook Bank Limited is about the quality of the windows and doors they had fitted in December 2016.backgroundIn late 2016, Mr and Mrs B entered into a contract for the replacement of the doors and windows of their house. They agr... (6 pages)View decision
