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 362195 results
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Decision Reference DRN-4346259
15 Feb 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4346259 The complaint Mr L has complained that Nationwide Building Society’s refusal to progress a credit card application for his son is discrimination under the Equality Act 2010. Background Mr L (“Mr L1”) is complaining on behalf of his son, Mr L2, who lacks mental capacity and for ... (3 pages)View decision -
Decision Reference DRN-4109369
15 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4109369 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both ... (5 pages)View decision -
Decision Reference DRN-4540201
15 Feb 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4540201 The complaint Mr H complains Starling Bank Limited (“Starling”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr H says he was abroad on 6 September 2023 when his card was stolen and used to make unauthorised transactions on hi... (2 pages)View decision -
Decision Reference DRN-4624500
15 Feb 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4624500 The complaint X complains that Wise Payments Limited (Wise) have failed to refund money she lost as part of a scam. What happened At a very difficult time in her life X was contacted on a messaging platform by someone offering her work. She was told she would need to pay deposi... (3 pages)View decision -
Decision Reference DRN-4597010
15 Feb 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-4597010 The complaint Mr F is unhappy that he encountered difficulty when attempting to transfer money from Coventry Building Society to an ISA he held with another building society. Mr F is also unhappy about several other aspects of the service he received from Coventry Building Soci... (5 pages)View decision -
Decision Reference DRN-4356758
15 Feb 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4356758 The complaint Mr G complains about HSBC UK Bank Plc. He says that HSBC didn’t do enough to protect him from becoming the victim of three scams that he fell victim to and would like HSBC to refund him the money he has lost. What happened In 2016, Mr G received an email advertisi... (8 pages)View decision -
Decision Reference DRN-4301457
15 Feb 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4301457 The complaint Mr C complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse a payment he made from his bank account. What’s happened? Mr C says that a close and trusted friend recommended a business I’ll refer to as ‘C’, to carry out work on his van. C had previ... (3 pages)View decision -
Decision Reference DRN-4584927
15 Feb 2024 Tesco Underwriting Limited Not upheldInsuranceDRN-4584927 The complaint Mr K complains about the time taken by Tesco Underwriting Limited (Tesco) to investigate his claim for stolen jewellery, and its subsequent decision not to pay out, under his home contents insurance policy. What happened Mr K had some jewellery stolen when he was ... (3 pages)View decision -
Decision Reference DRN-4569131
15 Feb 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4569131 The complaint Mr and Mrs P are unhappy Lloyds Bank PLC won’t reimburse them for the money they lost when Mr P fell victim to a scam. What happened Mr and Mrs P are partners in a business, for which they hold a business account with Lloyds. Mr P saw an investment opportunity onl... (3 pages)View decision -
Decision Reference DRN-4572336
15 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4572336 The complaint Mr B complained because Santander UK Plc refused to refund him for a transaction he said he didn’t make. What happened On 5 July 2023, an internet payment for £132 debited Mr B’s Santander account. The payment was made using a mobile payment service. There were al... (3 pages)View decision
