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-5786363
21 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5786363 The complaint Ms N complains that Santander UK Plc will not reimburse funds she says she lost to scams. Ms N is represented by a firm, but for ease I have only referred to Ms N in my decision. What happened Ms N says that between November 2021 and March 2024 she made payme... (2 pages)View decision -
Decision Reference DRN-5946464
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5946464 The complaint Mr S says Revolut Ltd (‘Revolut’), didn’t do enough to help when he fell victim to an authorised push payment (‘APP’) investment scam. He says Revolut should reimburse him the money he lost. What happened The background to this complaint was set out in detail ... (3 pages)View decision -
Decision Reference DRN-5956192
21 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5956192 The complaint Mrs M complains that HSBC UK Bank Plc (“HSBC”), 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 fir... (3 pages)View decision -
Decision Reference DRN-5879505
21 Nov 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5879505 The complaint Mr H complains that SCOTTISH WIDOWS LIMITED trading as Clerical Medical (‘Clerical Medical’) caused unreasonable delays in responding to requests, from his financial adviser, for information about his pension scheme. He considers that the delay caused him to su... (3 pages)View decision -
Decision Reference DRN-5678986
21 Nov 2025 Old Mill Financial Planning LLP Not upheldInvestmentsDRN-5678986 The complaint Mr B has complained he was mis-sold an Enterprise Investment Scheme (‘EIS’) by Old Mill Financial Planning Limited (‘Old Mill’). To put the matter right Mr B wants to be financially compensated. What happened In October 2017 Mr B was advised by Old Mill to inv... (7 pages)View decision -
Decision Reference DRN-5963009
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5963009 The complaint Mrs K and Mr S have complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) mis-sold them a Premier Reward Black packaged bank account on 2 December 2020. Mrs K and Mr S have given a number of reasons why they say the account was mis-sold. ... (3 pages)View decision -
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