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 381194 results
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Decision Reference DRN-5911822
3 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5911822 The complaint Mr C and Miss R complain that Bank of Scotland plc trading as Halifax downgraded their current account, meaning that their savings account was also downgraded. What happened In February 2023 Mr C and Miss R opened a reward current account with Halifax. This was... (3 pages)View decision -
Decision Reference DRN-5921778
3 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5921778 The complaint Mr and Mrs H are complaining that HSBC UK Bank Plc didn’t do enough to prevent them from making payments to an investment which they now believe to be a scam. What happened In 2020 Mr and Mrs H saw a television advert for an investment company. They spoke to th... (3 pages)View decision -
Decision Reference DRN-5877178
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5877178 The complaint Miss I is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss I fell victim to a cruel job scam. After responding to a text message claiming to be from a recruiter, she was offered a fake... (4 pages)View decision -
Decision Reference DRN-5786008
3 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5786008 The complaint Miss R complains American Express Services Europe Limited (Amex) failed to carry out proper financial checks before it approved a credit card account for her. What happened Miss R says Amex approved a credit card account for her in April 2021 with a credit limi... (3 pages)View decision -
Decision Reference DRN-5735220
3 Nov 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5735220 The complaint Mr A has complained that a car he acquired using finance from Hyundai Capital UK Limited isn’t of satisfactory quality. What happened In November 2023, Mr A entered into a finance agreement with Hyundai for a new car. However, he’s explained he soon noticed the... (2 pages)View decision -
Decision Reference DRN-5921967
3 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5921967 The complaint Ms C complains about the actions of Topaz Finance Limited trading as Rosolite Mortgages. She has made the following complaint points: • Rosolite has breached pre-action protocol • Mishandling of mortgage arrears and vulnerability disclosures • Unlawful data bre... (4 pages)View decision -
Decision Reference DRN-5921816
3 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5921816 The complaint Mr H is complaining that HSBC UK Bank Plc didn’t do enough to prevent him from making payments to an investment which he now believes to be a scam. What happened In 2020 Mr H saw a television advert for an investment company. He spoke to the company over the p... (3 pages)View decision -
Decision Reference DRN-5911863
3 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5911863 The complaint Mr S complains American Express Services Europe Limited won’t refund transactions made from his account which he says he did not make or authorise. What happened Mr S is disputing 11 transactions which took place in January 2024 on his American Express account... (3 pages)View decision -
Decision Reference DRN-5921924
3 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5921924 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (‘the Lender’) acted unfairly and unreasonably by deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened Mr and Mrs T purchased an upgrad... (2 pages)View decision -
Decision Reference DRN-5406758
3 Nov 2025 Brightside Insurance Services Limited Not upheldInsuranceDRN-5406758 The complaint Mr J complains that Brightside Insurance Services Limited didn’t send him a policy schedule in 2019 for his public liability insurance policy. What happened Mr J took out a public liability policy in March 2011 through Brightside, who was the broker. In March ... (3 pages)View decision
