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-5934683
29 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5934683 The complaint Mr E has complained that Liverpool Victoria Insurance Company Limited (“LV”) has handled his subsidence claim unfairly. Any references to LV in this decision include its appointed agents. What happened This complaint concerns a building comprising of multiple s... (3 pages)View decision -
Decision Reference DRN-5970586
29 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5970586 The complaint Miss O complains that Revolut Ltd won’t refund the money she lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Miss O was looking f... (6 pages)View decision -
Decision Reference DRN-5785781
29 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5785781 The complaint Miss O complains that Monzo Bank Ltd won’t refund the money she lost to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Miss O was lookin... (4 pages)View decision -
Decision Reference DRN-5855235
28 Nov 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5855235 The complaint Miss C complains about problems when trying to access her online account with National Savings and Investments (NS&I). What happened Miss C holds a premium bond account with NS&I. In June 2025 she experienced problems trying to access her online accoun... (4 pages)View decision -
Decision Reference DRN-5819267
28 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5819267 The complaint Mr E complains about HSBC UK Bank Plc trading as ‘First Direct’. He says that First Direct didn’t do enough to protect him when he fell victim to a scam, and would like it to refund him the money he has lost as a result. What happened Mr E came across an inve... (4 pages)View decision -
Decision Reference DRN-5985474
28 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5985474 The complaint Mr and Mrs P’s complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) ... (13 pages)View decision -
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