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 384134 results
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Decision Reference DRN-5619496
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5619496 The complaint Mr S has complained HSBC UK Bank plc won’t refund five debit card transactions he didn’t authorise. What happened In November 2024, Mr S contacted HSBC to dispute five transactions he’d seen on his account. These all took place on 16 November between 16:39 and ... (2 pages)View decision -
Decision Reference DRN-5742479
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5742479 The complaint Mr S has complained National Westminster Bank Public Limited Company lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened Mr S found that his main bank account was suddenly closed in 2025. He discovered there was a CI... (2 pages)View decision -
Decision Reference DRN-5896977
28 Nov 2025 Lendable Ltd Not upheldConsumer CreditDRN-5896977 The complaint Miss G complains about the service she received regarding a payment plan when it was coming to an end for a loan account with Lendable Ltd (“Lendable”). What happened Miss G lost her job in 2023 and contacted lendable about a personal loan she was going to stru... (3 pages)View decision -
Decision Reference DRN-5985393
28 Nov 2025 HSBC UK Bank Plc UpheldInvestmentsDRN-5985393 The complaint Mrs W is represented. Her complaint is about the 2023/2024 Consolidated Tax Certificate (‘CTC’) issued for the Invest Direct account she holds with HSBC UK Bank Plc. She says the CTC wrongly omitted the dividend payable on 27 March 2024 from her Vanguard FTSE ... (4 pages)View decision -
Decision Reference DRN-5224335
28 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5224335 The complaint Mr Q has complained Metro Bank PLC won’t refund him for a transaction he didn’t make. What happened In August 2024, Mr Q noticed a transaction which wasn’t his. He called Metro and disputed this transaction. He was initially told this transaction was authentica... (2 pages)View decision -
Decision Reference DRN-5932796
28 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5932796 The complaint Mr M has complained Starling Bank Limited won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr M applied for an account with Starling in 2023. In uploading the information in support of his application, Mr M provided fraudulent ID, a... (2 pages)View decision -
Decision Reference DRN-5892788
28 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5892788 The complaint Ms J complains about Wise Payments Limited. She says that Wise should refund her the full amount she lost when she fell victim to an impersonation scam. What happened Ms J received phone call from someone purportedly from an online selling site ‘A’ who told h... (3 pages)View decision -
Decision Reference DRN-5959917
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5959917 The complaint Mr R has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr R opened an account with Monzo in January 2025. In June 2025 Monzo received a fraud report from another bank about a payment ma... (2 pages)View decision -
Decision Reference DRN-5825380
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5825380 The complaint Mr R complains Barclays Bank UK PLC won’t refund the money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mr R says he fell victim to an investment scam ... (3 pages)View decision -
Decision Reference DRN-5694644
28 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5694644 The complaint Mrs A has complained about the time Aviva Insurance Limited has taken to repair her car after she made a claim on her motor insurance policy. What happened Mrs A was involved in an accident in November 2024 for which she claimed on her policy with Aviva in Febr... (3 pages)View decision
