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 157985 results
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Decision Reference DRN-5328988
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5328988 The complaint Mr D complains that HSBC UK Bank Plc unfairly registered a marker about him at Cifas, the national fraud database. What happened Mr D had an account with HSBC. Between 28 and 29 October 2023, 11 payments totalling more than £4,000 from four individuals, I will... (4 pages)View decision -
Decision Reference DRN-4904487
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4904487 The complaint Mr S and Mrs O are unhappy HSBC UK Bank Plc (“HSBC”) won’t reimburse them for the money they lost when Mr S fell victim to a scam. As Mr S was the one that dealt with the scammer, I will mainly refer to him after this point, even though the account that the fun... (3 pages)View decision -
Decision Reference DRN-4868654
18 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4868654 The complaint Mr S complains that Wise Payments Limited (“Wise”) have failed to refund the money he lost as part of a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr S says he ... (2 pages)View decision -
Decision Reference DRN-5171003
18 Mar 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5171003 The complaint Mrs M complains that Loans 2 Go Limited trading as Loans 2 Go irresponsibly lent her four personal loans. She also complains that the interest it charged took advantage of her vulnerability. She said she was in financial difficulty when she took out the loans a... (4 pages)View decision -
Decision Reference DRN-5349607
18 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5349607 The complaint Mr R complains he could not change his email address with Kroo Bank Ltd via its app. Kroo then rejected the identification documents he uploaded, causing Mr R distress and inconvenience. What happened Mr R explained he needed to change the email address Kroo h... (3 pages)View decision -
Decision Reference DRN-5305265
18 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5305265 The complaint Mr P complains TSB Bank plc hasn’t paid him the switch bonus he was told he’d receive. What happened Mr P says he switched his main account to TSB in 2024 having been told by an agent over the phone that he’d get a switch bonus if he did so. He says he didn’t g... (2 pages)View decision -
Decision Reference DRN-4952446
18 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4952446 The complaint Mr B complains that Revolut Limited won’t refund money he lost when he was the victim of a scam. Mr B is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (13 pages)View decision -
Decision Reference DRN-5403008
18 Mar 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5403008 The complaint Mr C complains that Telefonica UK Limited trading as O2 failed to supply the goods it agreed to provide him under a fixed sum loan agreement. What happened Mr C entered into a fixed sum loan with Telefonica in January 2024 to cover the cost of purchasing a mobi... (4 pages)View decision -
Decision Reference DRN-5096314
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5096314 The complaint Miss F complains that Bank of Scotland Bank plc trading as Halifax won’t refund the money she lost when she fell victim 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. But in summary... (5 pages)View decision -
Decision Reference DRN-5327902
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5327902 The complaint Ms S and Ms B have complained about how HSBC UK Bank Plc (“HSBC”) handled an unsuccessful international payment. What happened On 24 April 2024, Ms S and Ms B instructed HSBC over the phone to send a large amount of money to an overseas bank account in Euros. H... (3 pages)View decision
