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 DRN-5821703
16 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5821703 The complaint Mrs B complains that Revolut Ltd won’t refund her the money she lost in a work tasks scam. Mrs B is represented by a professional representative, but for ease of reading I’ll just refer to Mrs B. What happened The circumstances surrounding this complaint are we... (7 pages)View decision -
Decision Reference DRN-2740351
28 Jul 2021 Wirecard Card Solutions Limited Not upheldBanking and PaymentsDRN-2740351 The complaint Mrs V is seeking to recover £1,000 from Wirecard Card Solutions Limited, a payment she made from her U Account as a result of a third-party scam November 2018. Mrs V is represented by her son, but I have referred to Mrs V throughout this decision, even though duri... (3 pages)View decision -
Decision Reference DRN-4567012
7 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4567012 The complaint Mr H complains that Lloyds Bank PLC won’t reimburse him the money he transferred to a fraudster. What happened Mr H has explained he was looking for a ‘work from home’ position and had applied for roles on a known employment website. He received communication from... (4 pages)View decision -
Decision Reference DRN4730743
21 Nov 2018 FirstRand Bank Limited UpheldBanking and creditMr B complains that a used vehicle he acquired with a hire purchase agreement from FirstRand Bank Limited (trading as MotoNovo Finance) is of unsatisfactory quality. backgroundMr B got this vehicle in March 2017. He had trouble with the steering and a brake in Apr... (5 pages)View decision -
Decision Reference DRN-3351246
7 Mar 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3351246 The complaint Mr R complains about the information given to him before he acquired a holiday lodge, for which he paid for in part, using his credit card with HSBC UK Bank Plc. What happened In September 2016, Mr R received a letter from company who I’ll call ‘A’, advertising th... (6 pages)View decision -
Decision Reference DRN3015264
18 Aug 2020 National Westminster Bank Plc Not upheldBanking and creditComplaintMr G complains that National Westminster Bank Plc will not refund him £1500 disputed transactions taken from his account. And they’ve also have closed his account without giving any reason. He would like his money refunded and the account reinstated.BackgroundMr G had an account w... (4 pages)View decision -
Decision Reference DRN7669771
19 Aug 2019 Bank of Scotland Plc Not upheldBanking and creditMr B complains that when he uses his credit card to rent a car while abroad he’s charged in Euros and has to pay a poor exchange rate when it’s converted to Sterling by Bank of Scotland plc (Halifax). backgroundMr B says that when he rents a car whilst abroad the merchant debits his credit... (2 pages)View decision -
Decision Reference DRN7588342
11 Feb 2020 National Westminster Bank Plc Not upheldBanking and creditR, a limited company, complains that National Westminster Bank Plc did not make clear that a payment into its account had been made by cheque and was not cleared.backgroundA customer of R paid £1,345 into its bank account at NatWest on 3 October 2018. R released the goods paid for but the ... (2 pages)View decision -
Decision Reference DRN0316895
7 Aug 2015 National Westminster Bank Plc Not upheldBanking and creditMr A complains that National Westminster Bank plc will not refund disputed transactions made on his bank account.backgroundMr A reported unrecognised cash machine, counter withdrawal and point of sale transactions on his account. The transactions had been made using a ... (2 pages)View decision -
Decision Reference DRN6677640
31 Jan 2019 TSB Bank plc UpheldBanking and creditMr M complains that when he deposited money in a machine with TSB Bank plc £400 got stuck and the bank hasn’t credited this into his account.backgroundOn Friday 27 April 2018, Mr M went into a TSB branch to pay money into his account. He deposited £170 into one of th... (3 pages)View decision
