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 366874 results
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Decision Reference DRN-5538759
21 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5538759 The complaint Mrs H complains that HSBC UK Bank Plc rejected her disputed transaction claim. What happened. Mrs H purchased a washing line from a merchant through a debit transaction via PayPal. The washing line was faulty, and Mrs H requested a replacement. The merchant pro... (2 pages)View decision -
Decision Reference DRN-5573465
21 May 2025 Santander UK Plc UpheldMortgagesDRN-5573465 The complaint Mr and Mrs W complain that the mortgage redemption statement sent to them by Santander UK Plc was incorrect. They say this resulted in them incurring interest costs of about £1,500 which they could have avoided. What happened Mr and Mrs W had a mortgage with Sa... (5 pages)View decision -
Decision Reference DRN-5325125
21 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5325125 The complaint Mr N is unhappy that Wise Payments Limited won’t refund payments he made as a result of a scam. What happened In March 2023, Mr N was a victim of a job scam which involved several payments over two days to crypto exchanges from his Wise account. In summary, Mr ... (2 pages)View decision -
Decision Reference DRN-5574046
21 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5574046 The complaint Mr B complains that Nationwide Building Society has unfairly refused to refund his losses after he fell victim to a scam. Mr B is represented in his complaint by a professional third party but for ease I will refer to Mr B throughout. What happened In July 2022... (5 pages)View decision -
Decision Reference DRN-5534343
21 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5534343 The complaint Mr H complains that Monzo Bank Ltd rejected his disputed transaction claim. What happened Mr H ordered a set of number plates from a merchant on 29 November 2024 after seeing them advertised on TikTok. He paid using his Monzo card. Mr H emailed the merchant on ... (2 pages)View decision -
Decision Reference DRN-5394503
21 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5394503 The complaint Mr B complains that Barclays Bank UK PLC discriminated against him in applying blocks to his bank card and account, and in its calls in relation to a cash withdrawal that he had made. What happened Mr B said Barclays blocked his bank card and account on 5 Octo... (3 pages)View decision -
Decision Reference DRN-5402467
21 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5402467 The complaint Mrs W complains Vanquis Bank Limited (“Vanquis”) lent to her irresponsibly when she was already financially vulnerable. What happened Vanquis provided Mrs W with a loan for £5,000 in October 2022. The monthly repayments were around £190 spread over around thre... (3 pages)View decision -
Decision Reference DRN-5525734
21 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5525734 The complaint The estate of Mrs K, represented by Mr S, complains that information given by Barclays Bank UK PLC when Mr S notified it of Mrs K’s death, resulted in the account not receiving inbound credits. What happened The details of this complaint are well known to both ... (2 pages)View decision -
Decision Reference DRN-5214073
21 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5214073 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) didn’t do enough to protect him when he fell victim to an investment scam. What happened Between June and November 2023, Mr H made 11 payments from his NatWest account to his own a... (3 pages)View decision -
Decision Reference DRN-5007449
21 May 2025 AXA Investment Managers UK Ltd Not upheldInvestmentsDRN-5007449 The complaint Mr K complains about AXA Investment Managers UK Ltd, referred to as “AXA”. He’s unhappy about AXA’s decision to close the AXA Sterling Index Linked Bond Z Acc fund (“the Fund”) – without a feasible explanation or option to remain – which he says has resulted i... (5 pages)View decision
