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 392389 results
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Decision Reference DRN-5931563
14 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5931563 The complaint Mr P complains that Revolut Ltd hasn’t reimbursed payments that were made as part of a scam. What happened The facts are well-known to both parties and not in dispute, so I’ll summarise them briefly. Mr P was contacted by a scammer impersonating a selling platf... (5 pages)View decision -
Decision Reference DRN-5725570
14 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5725570 The complaint Mr B, via a representative, has complained that Santander UK Plc (“Santander”) failed to refund the money he lost as part of a scam. What happened My understanding is that Mr B was approached by a scammer purporting to be a recovery agent. I will call this pers... (3 pages)View decision -
Decision Reference DRN-5941082
14 Nov 2025 Wakam UpheldInsuranceDRN-5941082 The complaint Mr F and Ms C complain about the settlement Wakam has agreed to pay following a claim they made under their home insurance policy. This complaint has been bought by both Mr F and Ms C, but as Ms C is the lead policyholder and for ease, I’ve referred to her thro... (6 pages)View decision -
Decision Reference DRN-5727346
14 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5727346 The complaint Mr Y complains that Vanquis Bank Limited registered a default to his credit card account, and that it sold the account to a third party. What happened Mr Y held a credit card account with Vanquis. In December 2024 Mr Y missed a payment and the account fell into... (4 pages)View decision -
Decision Reference DRN-5674450
14 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5674450 The complaint Mrs C is unhappy that Santander UK Plc didn’t reimburse her the money she’d lost, after she had fallen victim to an Authorised Push Payment (‘APP’) scam. Mrs C brings her complaint with the assistance of a professional representative, but for ease of reading I... (4 pages)View decision -
Decision Reference DRN-5234360
14 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5234360 The complaint Mr L, who is represented, complains that Santander UK Plc won’t reimburse a loss he suffered from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around June 2018, Mr L was ... (2 pages)View decision -
Decision Reference DRN-5819193
14 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5819193 The complaint Ms K complains that HSBC UK Bank Plc, trading as first direct (‘First Direct’), won’t refund the money she lost as a result of what she believes was an ‘Authorised Push Payment’ (‘APP’) scam. Ms K brings her complaint with the assistance of a professional repr... (5 pages)View decision -
Decision Reference DRN-5756652
14 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5756652 The complaint Miss L is unhappy that Starling Bank Limited (Starling) hasn’t refunded all the payments she made after falling victim to a purchase scam. What happened In summary, Miss L contacted someone on social media who said they could assist with helping her exchange h... (4 pages)View decision -
Decision Reference DRN-5702202
14 Nov 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5702202 The complaint Ms M and Miss M complain about errors in the transfer of Miss M’s savings to Skipton Building Society. They also complain about failings in the overall service and process. What happened Miss M held a passbook savings account and a junior ISA since birth, with ... (5 pages)View decision -
Decision Reference DRN-5456664
14 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5456664 The complaint Mr and Mrs B complain about Lloyds Bank PLC. They say they have fallen victim to a scam and would like Lloyds to refund them the money they have lost as a result under the Lending Standards Board’s Contingent Reimbursement Model (CRM) Code, to which Lloyds is a... (3 pages)View decision