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 384131 results
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Decision Reference DRN-5377381
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5377381 The complaint A company, which I’ll refer to as C, complains that Lloyds Bank PLC caused delay in changes to its account mandate What happened C has a business current account with Lloyds. In the spring of 2024, C approached the bank with the aim of adding a person to the ac... (2 pages)View decision -
Decision Reference DRN-5119067
31 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5119067 The complaint Mrs S complains Tesco Personal Finance Limited (trading as Tesco Bank) unfairly declined her claim under section 75 Consumer Credit Act 1974 (CCA) relating to the installation of a water sewage treatment plant at her home. What happened On around 5 April 2024,... (5 pages)View decision -
Decision Reference DRN-5442132
31 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5442132 The complaint Mr W complains that Santander UK Plc will not refund money he lost to a scam. What happened In July 2023 Mr W came across an investment opportunity online which purported to use AI for trading. He was interested and so submitted his details on an enquiry form.... (4 pages)View decision -
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
