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 3981 results
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Decision Reference DRN-4254088
24 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsPage 1 of 5The complaint Miss R complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam. What happened The detailed background to this complaint is well known to both p... (5 pages)View decision -
Decision Reference DRN8205427
23 Aug 2016 Be Wiser Insurance Services Ltd Not upheldInsurance (excluding PPI)Mr N’s complaint is about a car insurance policy he took out with Be Wiser Insurance Services Ltd. The complaint is brought by Mrs N on behalf of Mr N. Mr N says the insurance was wrongly cancelled, which led to a number of serious consequences.backgroundIn December ... (3 pages)View decision -
Decision Reference DRN-2417648
9 Jun 2021 Monzo Bank Ltd UpheldBanking and PaymentsDRN-2417648 The complaint Mrs P has complained Monzo Bank Ltd won’t refund money she paid to a fraudster. What happened During the first national period of lockdown in 2020 Mrs P was considering buying a pet. She researched availability on a well-known website selling pets. After making co... (2 pages)View decision -
Decision Reference DRN7370984
3 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMr R complains that Barclays Bank Plc has held him responsible for transactions of £900 on his account that he says he did not make or give his permission for.Barclays also closed his account, a week after it was opened, but after the disputed transactions took place. Mr R was original... (2 pages)View decision -
Decision Reference DRN9571033
13 Mar 2014 Barclays Bank Plc Not upheldBanking and creditMr E complains that Barclays Bank Plc has not refunded a number of cash withdrawals that he said he did not make or authorise.backgroundIn January 2013 Mr E opened a savings account with Barclays. Three days later he paid £2,500 cash into the account. In mid-February Mr E reported to the... (2 pages)View decision -
Decision Reference DRN5610367
3 Nov 2017 Barclays Bank Plc Not upheldBanking and creditMr K complains that Barclays Bank PLC, trading as Barclaycard, won’t refund to him the money that he paid for the supply and installation of a new boiler. His complaint is made against Barclaycard under section 75 of the Consumer Credit Act 1974. backgroundMr K used ... (2 pages)View decision -
Decision Reference DRN-4248191
26 Sep 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4248191 The complaint Mrs C complains that Santander UK Plc didn’t do enough to protect her when she was the victim of a crypto investment scam. Mrs C is being supported by a representative, but for ease, I’ll refer to Mrs C throughout this decision. What happened The background to thi... (5 pages)View decision -
Decision Reference DRN3197489
12 Sep 2017 Bank of Scotland Plc Not upheldBanking and creditMrs M complains that she’s been the victim of fraud and Bank of Scotland plc (trading as Halifax) won’t refund her money.backgroundMrs M says in September 2013, she made two payments to a third party for a holiday. She paid a deposit of £1,000 through online banking ... (2 pages)View decision -
Decision Reference DRN-4435373
26 Apr 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4435373 The complaint Mrs W complains that HSBC UK Bank Plc trading as first direct (HSBC) is refusing to refund her the amount she lost as the result of a scam. Mrs W is being represented by a third party. To keep things simple, I will refer to Mrs W throughout my decision. What happe... (4 pages)View decision -
Decision Reference DRN-3300784
12 Jan 2023 Lloyds Bank PLC Not upheldInvestmentsDRN-3300784 The complaint Mrs D has complained about the advice she received from Lloyds Bank PLC (‘Lloyds’) to invest into two Guaranteed Investment Bonds (‘GIBS’). Mrs D is represented by a third party but for ease of reference I shall refer to ‘Mrs D’ in my decision. What happened In Ju... (5 pages)View decision
