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 384131 results
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Decision Reference DRN-5746070
21 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5746070 The complaint Mr F is unhappy that Bank of Scotland plc trading as Halifax (“Halifax”) won't reimburse him the money he sent to a third-party seller to purchase a car which he then discovered was worthless and beyond economic repair. What happened I’m not going to cove... (4 pages)View decision -
Decision Reference DRN-5609310
21 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609310 Complaint Mr K is unhappy that HSBC UK Bank Plc didn’t refund him after he reported falling victim to a scam. Background The background to this case is well known to both parties, so I don’t intend to set it out in full. What follows is a summary of the key facts. In early... (3 pages)View decision -
Decision Reference DRN-5877963
21 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5877963 The complaint Miss C is unhappy Lloyds Bank General Insurance Limited (“Lloyds”) decided not to cover her loss following an escape of water. Lloyds had concluded Miss C had exaggerated her claim under her home insurance policy. What happened Following an escape of water clai... (3 pages)View decision -
Decision Reference DRN-5635877
21 Nov 2025 EE Limited UpheldConsumer CreditDRN-5635877 The complaint Mr B complained that EE Limited didn’t approve a credit agreement for the purchase of a mobile phone device. What happened In January 2025 Mr B visited an EE store to apply for an upgrade. He said he wanted to purchase a mobile phone and was willing to pay a d... (3 pages)View decision -
Decision Reference DRN-5951693
21 Nov 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5951693 The complaint Mr and Mrs B have complained that Great Lakes Insurance SE hasn’t provided a pro-rata refund on an annual travel insurance policy. As it is Mr B leading on the complaint, for ease, I will mostly just be referring to him in this decision. What happened In Janu... (3 pages)View decision -
Decision Reference DRN-5925509
21 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5925509 The complaint Mr C complains about AXA Insurance UK Plc’s handling of a claim under his travel insurance policy when he fell ill abroad. All references to AXA include the agents appointed to handle claims and complaints on its behalf. All references to Mr C include the broke... (5 pages)View decision -
Decision Reference DRN-5453993
21 Nov 2025 PayPal UK Ltd UpheldConsumer CreditDRN-5453993 The complaint Mr G complains about the balance of a credit account with PayPal UK Ltd. Throughout his complaint, Mr G has been represented by a family member. But, for ease, I’ll just refer to “Mr G” in my decision. What happened In early 2020, Mr G opened an account with Pa... (5 pages)View decision -
Decision Reference DRN-5958267
21 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5958267 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”), have failed to refund money that she lost as part of an investment scam. What happened Mrs M came across three companies that purported to be investment firms, but they were actually scams. I will call these firms ... (3 pages)View decision -
Decision Reference DRN-5601542
21 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5601542 The complaint Mrs K is unhappy that Bank of Scotland Plc trading as Halifax (“Halifax”) won’t refund her a number of payments she made as the result of a romance scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-5822905
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5822905 The complaint Ms R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund losses she incurred as a result 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 summ... (4 pages)View decision
