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 365360 results
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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 -
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
