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 386796 results
-
Decision Reference DRN-5976531
26 Nov 2025 U.S. Bank Europe DAC UpheldBanking and PaymentsDRN-5976531 The complaint A company which I’ll refer to as “W” complains that U.S. Bank Europe DAC trading as Elavon Merchant Services (Elavon) treated them unfairly by not telling it about a chargeback claim raised against it. The complaint is brought on W’s behalf by its director, Mr... (5 pages)View decision -
Decision Reference DRN-5862703
26 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5862703 The complaint Mrs K complains that Bank of Scotland plc (‘BOS’) won’t refund the money she says was lost as the result of a scam. What happened Mrs K had a broker who had previously advised her on investment opportunities. In 2019, the broker introduced an investment with M... (4 pages)View decision -
Decision Reference DRN-5867665
26 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5867665 The complaint Mr W complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In October 2023, Mr W came across an advert for an investment company on a social media platform. He contacted the company and... (4 pages)View decision -
Decision Reference DRN-5919288
26 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5919288 The complaint The complaint arises from a banking relationship Mr P used to hold with HSBC UK Bank Plc. It’s one of two complaints he’s asked us to look at. The first complaint, which was referred to us in September 2024, is about problems with an overdraft in 2022. The seco... (2 pages)View decision -
Decision Reference DRN-5846720
26 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5846720 The complaint The Administrator of Mr F’s estate has complained that Lloyds Bank PLC paid out the balances of the accounts he held with it, to a relative of Mr F and will not pay the money to the estate. What happened Mr F died in June 2019. Shortly thereafter a sibling of M... (3 pages)View decision -
Decision Reference DRN-5887721
26 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5887721 The complaint Mrs G has complained about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank (NatWest) refusing to pay out funds that she believes are held in a dormant account with it. Mrs G is represented in her complaint. What happened In 1988 a joint ... (2 pages)View decision -
Decision Reference DRN-5919790
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5919790 THE COMPLAINT Mr S complains that HSBC UK Bank Plc (“HSBC”) will not reimburse him money he says he lost when he fell victim to a scam. Mr S is represented matter. However, where appropriate, I will refer to Mr S solely in this decision for ease of reading. WHAT HAPPENED T... (2 pages)View decision -
Decision Reference DRN-5705879
25 Nov 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5705879 The complaint Mr D complains that Hargreaves Lansdown Asset Management Limited didn’t take adequate steps to ensure the stop loss on his dealing account was triggered appropriately. Mr D would now like HL to recompense him for his losses and agree to review their stop loss s... (5 pages)View decision -
Decision Reference DRN-5973707
25 Nov 2025 Liverpool Victoria Financial Services Limited Not upheldInvestmentsDRN-5973707 The complaint Mr W complains about the way Liverpool Victoria Financial Services Limited (‘LVFS’) handled two withdrawals from his investment bond which he believes will now result in a large tax liability. Mr W would now like LVFS to pay the tax that resulted from their act... (10 pages)View decision -
Decision Reference DRN-5801396
25 Nov 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5801396 The complaint Mr E complains that AXA PPP Healthcare Limited (‘AXA’) has misled him regarding a claim made under his private medical insurance policy for a spinal injury. What happened The background is known to both parties, so I have only included a summary here. Mr E has ... (5 pages)View decision
