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 381196 results
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Decision Reference DRN-5586931
11 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5586931 The complaint Mr H complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5267823
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5267823 Complaint Ms W is unhappy that Barclays Bank UK PLC didn’t refund her after she reported falling victim to a scam. Background In 2018, Ms W was contacted about an investment opportunity. She had recently received an inheritance and was considering how best to use the funds. ... (3 pages)View decision -
Decision Reference DRN-5287435
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5287435 The complaint A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A had an account with Monzo. In January 2024, it was credited with a payment from a ... (3 pages)View decision -
Decision Reference DRN-5385001
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5385001 The complaint Miss C complains HSBC UK Bank Plc won’t refund the money she lost when she fell victim to a scam. What happened Miss C was contacted by someone posing as a consultant for an investment company and was persuaded to invest. Across July and August 2024, Miss C sen... (2 pages)View decision -
Decision Reference DRN-5671369
11 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5671369 The complaint Mr B is unhappy that British Gas Insurance Limited (“BG”) declined his claim for a leaking waste pipe and refused to make good the inspection hole in his ceiling. What happened The background to this complaint is well-known to both parties, so I’ve summarised w... (3 pages)View decision -
Decision Reference DRN-5810776
11 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5810776 The complaint Ms V complains that Starling Bank Limited won’t refund the money she lost as part of a scam. What happened In May 2022 Ms V met someone on a dating app, I’ll call this person Mr B. After they’d been corresponding for a while Mr B told Ms V about his cryptocurr... (4 pages)View decision -
Decision Reference DRN-5483517
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5483517 The complaint Mr O complains that HSBC UK Bank Plc didn’t protect him from an investment scam. Mr O is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr O in this decision. What happened Mr O has said that he was introduced by a... (6 pages)View decision -
Decision Reference DRN-5793796
11 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5793796 The complaint Mr and Mrs N have complained that Nationwide Building Society (“Nationwide”) increased the amount they were being charged for medical upgrades on the travel insurance provided through the Flex Plus packaged bank account. Mr and Mrs N have also complained that t... (3 pages)View decision -
Decision Reference DRN-5711427
11 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5711427 The complaint Mrs F complains Moneybarn No. 1 Limited trading as Moneybarn irresponsibly provided her with an unaffordable conditional sale agreement to purchase a vehicle. Mrs F’s complaint has been brought by a professional representative, however for ease I’ve referred t... (4 pages)View decision -
Decision Reference DRN-5570048
11 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5570048 The complaint Miss V complains Santander UK Plc hasn’t refunded an unauthorised payment from her account after she was scammed by a fake travel company. What happened Miss V is represented by her father, who I understand is the one who was looking to purchase flights for a f... (3 pages)View decision
