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 380824 results
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Decision Reference DRN-5446742
17 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5446742 The complaint Mr O is unhappy that Revolut Ltd restricted and later closed his account without explanation. What happened Mr O’s account was initially restricted on 27 September 2018. Revolut contacted him on 16 November 2020 to let him know the restrictions had been removed... (3 pages)View decision -
Decision Reference DRN-5585956
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5585956 The complaint Ms B complains about the service received from Barclays Bank UK PLC (“Barclays”) when trying to access funds held in a dormant account. In particular, Ms B is unhappy with the communication from Barclays regarding what was required to action this stating that i... (4 pages)View decision -
Decision Reference DRN-5236769
17 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5236769 The complaint Mr A is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. Mr A is represented by a third-party claims firm, but I will refer to Mr A here. What happened The background to this complaint is well known to both parties, so I won’t repeat every... (3 pages)View decision -
Decision Reference DRN-5522142
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5522142 The complaint Mr F complains Barclays Bank UK PLC (“Barclays”) closed his account for dormancy without notifying him in line with his communication preference – and subsequently withheld his funds. Mr F is also unhappy Barclays: Removed access to his online and mobile bank... (5 pages)View decision -
Decision Reference DRN-5541966
17 Jun 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldMortgagesDRN-5541966 The complaint Ms L complains that The Co-operative Bank Plc trading as Platform failed to ensure that when she switched to a new mortgage product in July 2023 that she wouldn’t pay the Standard Variable Rate (“SVR”). What happened Ms L had a mortgage with Platform and an int... (3 pages)View decision -
Decision Reference DRN-5627033
17 Jun 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5627033 The complaint Mr and Mrs F complain that Barclays Bank UK PLC increased the monthly payments on their mortgage even though interest rates had reduced. What happened Mr and Mrs F have an offset mortgage with Barclays, with around two years on the term left. They also have a l... (7 pages)View decision -
Decision Reference DRN-5382070
17 Jun 2025 Castle Trust Capital PLC Not upheldMortgagesDRN-5382070 The complaint Mr S complains that Castle Trust Capital PLC overvalued his property when he redeemed his buy-to-let mortgage. What happened In 2014, Mr S took out a buy-to-let equity loan with Castle Trust over a term of ten years. He borrowed £60,000 against a property value... (3 pages)View decision -
Decision Reference DRN-4924630
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4924630 The complaint Mr K complains HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr K said he was seeking to invest and having researched an investment firm he contacted it and spoke with an agent, who I’ll refer to as the ... (3 pages)View decision -
Decision Reference DRN-5237301
17 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5237301 The complaint This complaint has been brought by a limited company I’ll refer to as “P”. The complaint is about Lloyds Bank PLC (‘Lloyds’) declining to reimburse £150,000 it says was lost to an investment scam. Mr G, who is the director of P, brings the complaint on P’s beh... (4 pages)View decision -
Decision Reference DRN-5544571
17 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5544571 The complaint Ms H and Mr K complain about the delay by Starling Bank Limited (“Starling”) in crediting an inbound payment into their joint account representing the proceeds of the sale of their property resulting in the loss of investment opportunities. What happened On 12 ... (4 pages)View decision
