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-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 -
Decision Reference DRN-5441317
31 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5441317 The complaint Mr G has complained about the actions of The Royal London Mutual Insurance Society Limited (“Royal London”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr G’s QROPS was used to invest in The Res... (13 pages)View decision -
Decision Reference DRN-5308338
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5308338 The complaint A company, which I’ll refer to as N, complains that Lloyds Bank PLC caused delay in changes to its account mandate and that the bank wrongly permitted payments from the account. What happened N has a business current account with Lloyds. In the spring of 2024, ... (3 pages)View decision -
Decision Reference DRN-5364619
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5364619 The complaint Miss J complains about how Lloyds Bank PLC handled her chargeback claim. What happened In September 2023, Miss J used her debit card to pay for accommodation; she used an online property booking service to do so. Unfortunately, when Miss J arrived at the prop... (3 pages)View decision -
Decision Reference DRN-4947504
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4947504 The complaint Mr B complains Revolut Ltd won’t refund the full amount of money 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 both parties, I... (3 pages)View decision -
Decision Reference DRN-5043934
31 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5043934 The complaint Mr N complains that HSBC UK Bank Plc has not refunded a payment which he made for a service which was not provided. What happened In September 2023 Mr N bought from a merchant, which I’ll call “T”, a package of services which would assist him in financial tradi... (2 pages)View decision -
Decision Reference DRN-5271818
31 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5271818 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he lost when he fell victim to a scam. What happened Between November 2020 and January 2021, Mr M invested £126,000 in a company called Buy2let/Raedex Consortium Ltd ... (7 pages)View decision -
Decision Reference DRN-5286133
31 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5286133 The complaint Mr W complains about the way American Express Services Europe Limited handled his request for a refund of a payment he made using his credit card. What happened In January 2024, Mr W purchased a virtual reality headset from a retailer. He says that before makin... (4 pages)View decision
