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 392389 results
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Decision Reference DRN-5660198
12 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5660198 The complaint Mrs O complains that HSBC UK Bank Plc trading as First Direct (“HSBC”), have failed to refund money that she lost as part of an investment scam. What happened Mrs O’s husband came across a company that purported to be an investment firm, but was actually a s... (6 pages)View decision -
Decision Reference DRN-6007804
12 Dec 2025 Saga Services Limited UpheldInsuranceDRN-6007804 The complaint Mr and Mrs J complain about how Saga Services Limited administered their travel insurance policy. What happened Mr and Mrs J held a travel insurance policy, arranged through Saga, which renewed in November 2024. In January 2025, Saga told Mr and Mrs J that the ... (2 pages)View decision -
Decision Reference DRN-5660180
12 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5660180 The complaint Mrs O complains that Santander UK Plc (“Santander”), have failed to refund money that she lost as part of an investment scam. What happened Mrs O’s husband, Mr O, came across a company that purported to be an investment firm but was actually a scammer that I... (5 pages)View decision -
Decision Reference DRN-5749336
12 Dec 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5749336 The complaint Mr T complains about TSB Bank plc’s decision to close his account and demand full repayment of his overdraft. What happened Mr T held an account with TSB with an overdraft. In November 2024, TSB made the decision to close Mr T’s account and wrote to him giving ... (2 pages)View decision -
Decision Reference DRN-6006670
12 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-6006670 The complaint Mr S complained that Revolut Ltd refused to refund gambling transactions debited from his account during the week after he was told his account was blocked for 7 days. What happened Mr S held a current account with Revolut. In June 2025, Revolut proactively ap... (6 pages)View decision -
Decision Reference DRN-5897993
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5897993 The complaint P complains that Lloyds Bank PLC (Lloyds) is refusing to refund it the amount that was lost as the result of a scam. P is being represented by Mr and Mrs D and an additional third party. To keep things simple, I will refer to Mr and Mrs D and P throughout my de... (4 pages)View decision -
Decision Reference DRN-5973244
12 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5973244 The complaint Mr T and X (a business) complain that American Express Services Europe Limited trading as American Express provided incorrect advice following the redemption of rewards points earned on their accounts. What happened This complaint is brought by both Mr T and X... (4 pages)View decision -
Decision Reference DRN-6013863
12 Dec 2025 LCM FAMILY LIMITED UpheldInvestmentsDRN-6013863 The complaint Mr R complains about the advisory service he’s received LCM FAMILY LIMITED on his investment portfolio. He says there have been failings in the service provided relating to tax liabilities, the expected returns at exit, unauthorised transactions and he has been... (6 pages)View decision -
Decision Reference DRN-5897603
12 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5897603 The complaint Mr D complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background o... (4 pages)View decision -
Decision Reference DRN-5897869
12 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5897869 The complaint Mr and Mrs D complain that Lloyds Bank PLC (Lloyds) is refusing to refund them the amount they lost as the result of a scam. Mr and Mrs D are being represented by a third party. To keep things simple, I will refer to Mr and Mrs D throughout my decision. What happe... (4 pages)View decision