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-5802505
13 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5802505 The complaint Mr and Mrs I are unhappy with National Westminster Bank Plc. I will refer mainly to Mr I as he has dealt with the issue throughout. Mr I is a personal customer of NatWest and was until recently involved at board level with a local charity that was also a NatW... (4 pages)View decision -
Decision Reference DRN-5869110
13 Nov 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5869110 The complaint Mr K complains about the ending of a hire agreement he has with Motability Operations Limited. For ease, I’d like to tell Mr K here, that my final decision is that I don’t uphold his complaint. My reasons reaching that finding are within the body of this docume... (4 pages)View decision -
Decision Reference DRN-5767671
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5767671 The complaint Mr J complains that Santander UK Plc unfairly closed his account and caused him to miss repayments which have impacted his credit file. What happened On 5 May 2024 Santander wrote to Mr J confirming it would be closing his account and gave him two months’ noti... (3 pages)View decision -
Decision Reference DRN-5391057
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5391057 The complaint Mr M, via a representative, complains that Monzo Bank Ltd (“Monzo”) have failed to refund the money he lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inste... (3 pages)View decision -
Decision Reference DRN-5821300
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5821300 The complaint Mr M has complained that Santander UK Plc won’t refund money he says he lost to a scam. What happened in oil investments. Off the back of that he received a call from the scammer. He was shown the trading platform, which displayed live trades and appeared high... (4 pages)View decision -
Decision Reference DRN-5854436
13 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5854436 The complaint The estate of Ms M complains that Lloyds Bank Plc, as the receiving bank, could’ve prevented the loss Ms M suffered as the result of an alleged scam. What happened On 16 November 2020, Ms M made a payment to an account held with Lloyds, as part of an investmen... (3 pages)View decision -
Decision Reference DRN-5576885
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5576885 The complaint Mr C complains Barclays Bank UK PLC won’t refund the money he says he lost to a scam. What happened The background to this complaint is well known to both parties, and is not in dispute, so I won’t repeat it in detail here. In summary, Mr C says he transferred... (3 pages)View decision -
Decision Reference DRN-5821355
13 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5821355 The complaint Mr M has complained that Revolut Ltd won’t refund money he lost to a scam. What happened Mr M has said he saw an online advertisement and completed a form expressing an interest in oil investments. Off the back of that he received a call from the scammer. He w... (4 pages)View decision -
Decision Reference DRN-5854431
13 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5854431 The complaint Ms M’s estate complains that HSBC UK Bank Plc will not refund the £150,000 they say Ms M lost to a scam. What happened Ms M knew an individual I will call X, he had previously acted as her estate agent in a property sale, and she had known him for several year... (3 pages)View decision -
Decision Reference DRN-4827150
13 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4827150 The complaint Mrs S and Mr S’ complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (3 pages)View decision