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-5027605
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5027605 The complaint Ms K is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Ms K is being represented by a claims management company but, for ease of reference, I’ll only refer to Ms K here. What happened The detailed background to this complaint ... (9 pages)View decision -
Decision Reference DRN-2942045
17 Aug 2021 Santander UK Plc UpheldBanking and PaymentsDRN-2942045 The complaint Mr and Mrs R are unhappy because Santander UK Plc (Santander) did not reimburse the money they transferred to a fraudster. What happened Mr and Mrs R were in the process of buying an apartment abroad for their daughter. Mr R’s daughter was in regular contact with... (8 pages)View decision -
Decision Reference DRN3184239
6 Nov 2017 Barclays Bank Plc Not upheldBanking and creditMr H complains that Barclays Bank Plc has refused to refund some disputed transactions. Mr H says he is the victim of fraud and he wants Barclays to refund the money.backgroundMr H says he contacted Barclays because of some transactions on his account that he didn’t ... (3 pages)View decision -
Decision Reference DRN-5068503
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5068503 The complaint Mrs K complains that Revolut Ltd won’t refund money she lost when she was a victim of an investment scam. Mrs K is represented by a firm 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... (11 pages)View decision -
Decision Reference DRN-4432176
6 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4432176 The complaint Mr G complains that Revolut Ltd hasn’t refunded him after he fell victim to a scam. What happened I set out the background to this complaint in my provisional decision (PD), issued on 21 November 2024. Rather than repeat the detail here, I’ve attached a copy of... (11 pages)View decision -
Decision Reference DRN9410144
28 Aug 2018 Scottish Widows Limited Not upheldInvestment and pensionsMr S’ complaint is that he feels he was mis-sold a mortgage endowment policy in 1988. He considers that Scottish Widow’s Limited is responsible for the sale of the policy, but it doesn’t consider that it is.backgroundIn 1975 Mr S was sold a life policy by a broker ... (8 pages)View decision -
Decision Reference DRN-5200347
17 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5200347 The complaint Mr R complains that Monzo Bank Ltd won’t refund him after he lost money to a job scam. What happened On 19 September 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments befo... (6 pages)View decision -
Decision Reference DRN0233092
6 Aug 2014 HSBC Bank plc Not upheldBanking and creditMr F complains that HSBC Bank Plc has refused to refund disputed transactions on his bank account. Mr F says he is the victim of fraud and wants HSBC to refund the money.backgroundMr F contacted HSBC about his bank account. He was told about a number of transactions he says he did not m... (2 pages)View decision -
Decision Reference DRN-5724058
17 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5724058 The complaint Mr M complains that Revolut Ltd won’t refund payments made as part of a scam. What happened On 25 July 2024, several payments were made from Mr M’s e-money account with Revolut. He received a call from someone purporting to be from his bank, I’ll refer to it as... (3 pages)View decision -
Decision Reference DRN-3976915
22 Jun 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3976915 The complaint Miss O complains Monzo Bank Ltd (“Monzo”) closed her account and reported a fraud prevention marker against her. What happened On 4 May 2022 Miss O’s account received a payment of £10,000. All the money was immediately transferred to third parties. Monzo’s interna... (3 pages)View decision
