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 DRN5957348
15 Apr 2015 Barclays Bank Plc Not upheldBanking and creditMr and Ms F complain that Barclays Bank PLC failed to take sufficient steps to help them recover money paid by them to a fraudster.background Mr and Mrs F do not bank with Barclays. They sent money from their bank account to an account held at Barclays by a third pa... (2 pages)View decision -
Decision Reference DRN-2949138
24 Aug 2021 FirstRand Bank Limited UpheldConsumer CreditDRN-2949138 The complaint Mr W complains FirstRand Bank Limited trading as MotoNovo Finance (MotoNovo) have supplied him with a scooter which he believes wasn’t of satisfactory quality. What happened In November 2018, Mr W acquired a brand new scooter through a 60 month hire purchase agre... (5 pages)View decision -
Decision Reference DRN-5798312
5 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5798312 The complaint A, a company, complains that HSBC UK Bank Plc hasn’t returned £30,010.01 after it closed its bank account. What happened A had an account with HSBC. In 2023, HSBC restricted the account and carried out a review. It asked A for information about the funds in the... (2 pages)View decision -
Decision Reference DRN4018159
8 Jun 2021 Lloyds Bank PLC UpheldBanking and creditMr F complains that Lloyds Bank PLC will not refund money he lost, after he fell victim to a scam. background I issued a provisional decision in February 2021. For ease, I provide a copy of the background as set out in my provisional decision below: At the outset I think it important to re... (9 pages)View decision -
Decision Reference DRN6914707
7 Apr 2020 Nationwide Building Society Not upheldBanking and creditMrs D complains that Nationwide Building Society refused to raise a chargeback claim in relation to her cancelled package holiday, failed to cancel a payment as instructed, and failed to reply to her correspondence.backgroundIn January 2018 Mrs D booked a package holiday with a third party... (2 pages)View decision -
Decision Reference DRN6816236
27 Nov 2014 Santander UK Plc Not upheldBanking and creditMs G has complained that Santander UK Plc has failed to assist her in recovering money paid by standing order to an incorrect account. As a result of the payments going to the wrong account, her mortgage has been in arrears.backgroundMs G has a mortgage held with Santander. Between June... (2 pages)View decision -
Decision Reference DRN-5208963
14 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5208963 The complaint C complains that Nationwide Building Society did not refund it after it fell victim to a scam. What happened C’s director, Mr H, saw an individual boarding up a property near Mr H’s home. He had concerns that the land was going to be turned into a commercial lo... (3 pages)View decision -
Decision Reference DRN1352988
6 Dec 2017 Wirecard Card Solutions Limited Not upheldBanking and creditMrs M complains that Wirecard Card Solutions Limited (Wirecard) has acted unfairly towards her in a number of ways. She says it declined a claim for a chargeback she requested. She also says that there was an incorrect withdrawal of funds from her account in place o... (3 pages)View decision -
Decision Reference DRN-4974912
19 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4974912 The complaint Mrs M complains that Revolut Ltd hasn’t refunded the money she lost when she fell victim to a scam. What happened Mrs M is represented in this complaint by a claims management company, for simplicity I will refer to Mrs M throughout this decision, even when re... (4 pages)View decision -
Decision Reference DRN-4922587
28 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4922587 The complaint Mr and Mrs E complain that Bank of Scotland plc, trading as Halifax (‘Halifax’), hasn’t refunded all the money they lost after Mr E fell victim to a scam. Although funds were sent from a joint account, it was only Mr E who made the scam payments. So, for ease,... (5 pages)View decision
