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 400695 results
-
Decision Reference DRN-5703987
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5703987 The complaint Mrs B complains that Barclays Bank UK PLC did not prevent scam payments from being received into their customer’s account. Mrs B has a professional representative, but I will only refer to her throughout this decision for simplicity. What happened Mrs B’s son i... (2 pages)View decision -
Decision Reference DRN-5713357
7 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5713357 The complaint Mr and Mrs S complain that Liverpool Victoria Insurance Company Limited (“LV”) declined a claim on their home contents insurance policy. Mr and Mrs S are joint policyholders but Mr S has dealt with the claim and the complaint so I’ll mostly refer to him. What h... (3 pages)View decision -
Decision Reference DRN-5621207
7 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5621207 The complaint Ms M complains that Starling Bank Limited won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In late 2024, Ms M was looking to get some building work done at her property. She was recommended an engineering comp... (3 pages)View decision -
Decision Reference DRN-5759615
7 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5759615 The complaint Mr J complains that Santander UK Plc won’t refund the money he lost as a result of a romance scam. Mr J is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both... (6 pages)View decision -
Decision Reference DRN-5898225
7 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5898225 The complaint Mr D complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2020, Mr D was told about an opportunity to invest with an investment company by a friend he had known for several year... (3 pages)View decision -
Decision Reference DRN-5802248
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5802248 The complaint Mr B complains Santander UK Plc keeps on blocking payments when he’s trying to transfer money abroad. What happened Mr B has an account with Santander with a debit card. He has family abroad and uses a third-party money transfer service to send them money. He s... (2 pages)View decision -
Decision Reference DRN-5466687
7 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5466687 The complaint Mr C complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In January 2025, Mr C was looking to book flight tickets and was contacted by someone who said they worked for a travel agent. They discussed the fli... (3 pages)View decision -
Decision Reference DRN-5523939
7 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5523939 The complaint Mr K complains that Wise Payments Limited won’t refund the money he lost when he was the victim of a scam. What happened In early 2023, Mr K says a friend of his told him about an investment they’d been making in gold and put him in touch with the person who’d... (6 pages)View decision -
Decision Reference DRN-5826186
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5826186 The complaint Mrs C complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost after falling victim to a scam. What happened Mrs C was following an individual on social media, who I’ll refer to as P. P was a property investor who provided guidance to others who... (4 pages)View decision -
Decision Reference DRN-5701112
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5701112 The complaint Mr A complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2020, Mr A says he was told about an opportunity to invest in cryptocurrency by someone who contacted him via an in... (3 pages)View decision