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 401363 results
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Decision Reference DRN-5751682
24 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5751682 The complaint Mrs S complained because NewDay Ltd, trading as John Lewis Partnership Card, refused to refund her for a transaction which she said she hadn’t authorised. What happened On 4 December 2024, Mrs S saw a pending transaction for £829.84 on her credit card which sh... (3 pages)View decision -
Decision Reference DRN-5643142
24 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5643142 The complaint Mr G and Ms P complain about Santander UK Plc. They say that they have been scammed by a rogue builder and would like to be refunded by Santander under the Lending Standards Board’s Contingent Reimbursement Model (CRM) Code. What happened Mr G and Ms P say th... (4 pages)View decision -
Decision Reference DRN-5616095
24 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5616095 The complaint Mr R complains that J. P. Morgan Europe Limited trading as Chase requested information about his funds and then closed his account. What happened Mr R had an account with Chase. In 2024, Chase requested information from Mr R as part of its “Know Your Customer”... (2 pages)View decision -
Decision Reference DRN-5639795
24 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5639795 The complaint Mr M has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 HSBC received a fraud report from another bank about a payment made into Mr M’s HSBC account. This payment was for... (3 pages)View decision -
Decision Reference DRN-5682620
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682620 The complaint Mr G and Ms P complain about Barclays Bank UK PLC. They say that Barclays allowed an account to be opened by a scammer and would like to be refunded by Barclays as the receiving bank of their funds under the Lending Standards Board’s Contingent Reimbursement M... (2 pages)View decision -
Decision Reference DRN-5792462
24 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5792462 The complaint Mr C is unhappy with JP Morgan Europe Limited trading as Chase. Mr C said he warned Chase of his previous gambling addiction issues. He said Chase failed to act and didn’t put appropriate safeguards in place to prevent harm. Mr C said Chase allowed large sums ... (3 pages)View decision -
Decision Reference DRN-5544792
24 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5544792 The complaint Mr P complains Bank of Scotland plc (“BoS”) closed his credit card account without explanation and discriminated against him. Mr P is also unhappy BoS have left adverse markers on his credit file. What happened The details of this complaint are well known by bo... (2 pages)View decision -
Decision Reference DRN-5546106
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5546106 The complaint Mr A and Ms O complain that Lloyds Bank PLC won’t reimburse money they lost to fraud. As Ms O is the principal complaint here, so for ease, I have only referred to her throughout my decision. What happened As the circumstances of this complaint are well-known t... (3 pages)View decision -
Decision Reference DRN-5879323
24 Oct 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5879323 The complaint Mrs K complains that the van she acquired through Close Brothers Limited, trading as Close Brothers Motor Finance (“CBL”) wasn’t of satisfactory quality. She wants CBL to reimburse her costs, repair the van, and compensate her for the time she’s lost. What happ... (3 pages)View decision -
Decision Reference DRN-5196475
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5196475 The complaint Miss Y complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss Y met someone on a social media app who eve... (4 pages)View decision