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 382846 results
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Decision Reference DRN-5648298
13 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5648298 The complaint Miss M has complained that HSBC UK Bank Plc caused her distress and inconvenience during its disputed transactions investigation. What happened As all parties are aware of the full complaint details, and they are not in dispute, I will only include a summary he... (2 pages)View decision -
Decision Reference DRN-5672348
13 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5672348 The complaint Miss P complains that TSB Bank plc restricted and then closed her account without good reason. She complains too that it has registered her details with CIFAS, the UK’s main fraud prevention agency. What happened Miss P held a Cash Account with TSB. In early De... (2 pages)View decision -
Decision Reference DRN-5857289
13 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5857289 The complaint Ms B is unhappy that HSBC UK Bank Plc (“HSBC”) won't reimburse her in full for the money she lost to a scam. What happened In April 2025, Ms B came across a post on a social media marketplace for a camera. She contacted the seller and sent £115 from her a... (4 pages)View decision -
Decision Reference DRN-5859670
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5859670 The complaint Miss M complains that Barclays Bank UK PLC (“Barclays”) won’t refund payments she made as part of 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, I understand it to be as... (4 pages)View decision -
Decision Reference DRN-5794837
13 Nov 2025 Vitality Health Limited UpheldInsuranceDRN-5794837 The complaint Mr W complains about the way Vitality Health Limited (Vitality) handled a claim he made under a private medical insurance policy. Mr W is being represented in this complaint by his partner, but for ease I’ve referred to Mr M throughout. What happened The circum... (4 pages)View decision -
Decision Reference DRN-5869692
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5869692 The complaint Ms B is unhappy that Monzo Bank Ltd (“Monzo”), as the receiving bank, didn’t do enough to prevent the loss she suffered when she sent money to its customer’s account as the result of a scam. What happened In April 2025, Ms B came across a post on a social medi... (3 pages)View decision -
Decision Reference DRN-5751959
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5751959 The complaint Miss A complains that Santander UK Plc mismanaged and miscommunicated about her overdraft account. She said this caused an unfair default to be applied to her credit file. What happened Miss A held an account that included an overdraft facility for £2,000. She... (4 pages)View decision -
Decision Reference DRN-5932354
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5932354 The complaint Ms L complains that Barclays Bank UK Plc have unreasonably declined to refund her for payments made into an account, that she believes came about from a scam. Ms L has appointed representatives for this complaint, but for ease of reading I’ll only refer to Ms ... (2 pages)View decision -
Decision Reference DRN-5805300
13 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5805300 The complaint Mr N has complained that Aviva Insurance Limited unreasonably refused to accept his claim under his mobile phone insurance policy after he lost his mobile phone. What happened Mr N bought a new mobile phone on 1 September 2024. He went abroad on holiday on 3 S... (3 pages)View decision -
Decision Reference DRN-5723622
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5723622 The complaint Mr and Mrs W complain that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs W say that they needed some work to be completed on their roof. The tradesman they contacted fa... (3 pages)View decision
