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 382298 results
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Decision Reference DRN-5440777
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5440777 The complaint Mrs M complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs M has an account with Revolut. Mrs M says she was looking for a way to increase her income in June 2023 when she came across an opportunity to earn... (3 pages)View decision -
Decision Reference DRN-4943199
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4943199 The complaint Mr H complains that Revolut Ltd won’t refund the full amount of money he says he 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 submissions of bo... (3 pages)View decision -
Decision Reference DRN-5344515
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5344515 The complaint A company, which I’ll refer to as T, complains about the closure by Barclays Bank UK PLC (Barclays) of its bank account during their Know Your Customer (KYC) review. In bringing this complaint, T is represented by its director who I’ll refer to as Mr B. What... (5 pages)View decision -
Decision Reference DRN-5395474
31 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5395474 The complaint Mr S is unhappy with how AXA Insurance UK Plc (AXA) settled a claim made under his motor insurance policy. Any references to AXA include its agents. Mr S is represented by Mrs S. What happened In August 2023 Mr S was overtaking a vehicle as part of his journe... (2 pages)View decision -
Decision Reference DRN-5194857
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5194857 The complaint Mr R is unhappy Barclays Bank UK Plc (Barclaycard) allowed an unauthorised third party to access his account. What happened On 31 July 2024, an unauthorised third party contacted Barclaycard, and on impersonating Mr R they accessed his account. They then went ... (3 pages)View decision -
Decision Reference DRN-5433469
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5433469 The complaint Mr O complains Revolut Ltd won’t refund money he lost from a scam. What happened Mr O fell victim to a job scam, where he was duped into believing he’d earn commission for leaving reviews of restaurants – the tasks were allocated to him on an online platform. ... (3 pages)View decision -
Decision Reference DRN-5440784
31 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5440784 The complaint Mr A complains that Monzo Bank Ltd made so many mistakes when opening an account for his business that he closed a personal account he’d opened. What happened In February 2024 Mr A applied to Monzo for a business account for a company he was a director and shar... (2 pages)View decision -
Decision Reference DRN-4990677
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4990677 The complaint Miss I complains that Revolut Ltd won’t refund the full amount of money she 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 submissions of both pa... (2 pages)View decision -
Decision Reference DRN-5440787
31 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5440787 The complaint A complains that Monzo Bank Ltd made mistakes when opening its account that had a significant impact on its business. What happened A was set up in February 2020 and opened a business account with a business who I’ll refer to as “N” throughout the rest of this ... (2 pages)View decision -
Decision Reference DRN-4927469
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4927469 The complaint and background Mr F complains Lloyds Bank PLC (“Lloyds”) won’t refund him the money he lost, after he fell victim to an Authorised Push Payment (“APP”) scam. Our Investigator didn’t uphold the complaint. Although she found Lloyds ought to have had concerns and... (2 pages)View decision
