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 367928 results
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Decision Reference DRN-5214775
3 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5214775 The complaint Miss H complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to an impersonation scam. What happened Miss H says that on 23 February 2024 she received a call from someone who said they were from Monzo. She didn’t know ... (3 pages)View decision -
Decision Reference DRN-5498408
3 Jun 2025 Scottish Widows Limited Not upheldInsuranceDRN-5498408 The complaint Ms G and Mr M complain that Scottish Widows Limited (Scottish Widows) provided incorrect information to them when they made an enquiry about the details held on their Whole of Life Protection Policy. They say this error caused them stress and anxiety. What hap... (3 pages)View decision -
Decision Reference DRN-5590007
3 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5590007 The complaint Mrs L has complained that when she went to claim on the mobile phone insurance provided by her packaged bank account, she was unable to as Bank of Scotland plc (“Halifax”) had failed to inform the insurer that Mrs L was covered by the policy. What happened Mrs ... (2 pages)View decision -
Decision Reference DRN-5511287
3 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5511287 The complaint Mr R complains that Monzo Bank Ltd have irresponsibly lent to him. What happened Mr R was approved for a Monzo Flex account in July 2022 with a £1,000 credit limit. I have set out the credit limit changes below: August 2022 £1,000 to £3,000 October 2022 £3,000 ... (4 pages)View decision -
Decision Reference DRN-5529390
3 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5529390 The complaint Mr S is unhappy that Bank of Scotland plc, trading as Halifax, blocked an attempted credit card transaction pending verification of the legitimacy of that transaction from himself. What happened Mr S has a credit card account with Halifax which is in his sole n... (2 pages)View decision -
Decision Reference DRN-5548727
3 Jun 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-5548727 The complaint Mr and Mrs B complain that HSBC UK Bank Plc closed their investment account and sold their shareholdings. What happened In late January 2025 Mr and Mrs B received a letter from HSBC saying they were going to close their investment share dealing account as they ... (3 pages)View decision -
Decision Reference DRN-5142976
3 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5142976 The complaint A limited company, which I’ll refer to as P, complains that National Westminster Bank Plc has unfairly declined to change the monthly repayment date of its bounce back loan (“BBL”). What happened P successfully applied for a £20,000 BBL, which was drawn down on... (2 pages)View decision -
Decision Reference DRN-5520028
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5520028 The complaint Miss L complains that Revolut Ltd won’t refund several payments she says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submission... (10 pages)View decision -
Decision Reference DRN-5560335
3 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5560335 The complaint Mr W complains Barclays Bank UK PLC caused him a financial loss and distress and inconvenience when its systems were affected by an IT outage. What happened Barclays had an IT outage over the weekend of 31 January to 2 February 2025, and Mr W was looking to d... (3 pages)View decision -
Decision Reference DRN-5079418
3 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5079418 The complaint Mr C complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr C says that the car isn’t of satisfactory quality as it has been leaking oil from the time he acquired it. He thinks t... (4 pages)View decision
