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 163568 results
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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 -
Decision Reference DRN-5353966
18 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5353966 The complaint Mr and Mrs O complain that Starling Bank Limited (‘Starling’) won’t reimburse the money they paid to a builder. What happened Mr and Mrs O say that they looked on reputable sites to find a builder to complete an extension at their property. An individual I wil... (3 pages)View decision -
Decision Reference DRN-5396970
18 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5396970 The complaint Mr C and Ms W complain about Santander UK plc’s treatment of them following their request for a new interest rate product and a term extension on their mortgage. They say its communication was unclear and confusing, and as a result their mortgage is on a higher... (4 pages)View decision -
Decision Reference DRN-4954741
18 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4954741 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited trading as Mercedez-Benz Finance (‘MBFS’) was of an unsatisfactory quality. What happened In January 2024, Mr L was supplied with a use... (5 pages)View decision -
Decision Reference DRN-4836325
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4836325 The complaint Ms B complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she says was lost as the result of a scam. What happened In April 2020, Ms B made two investment payments of £10,000 to R. R was a company offering fixed rate bonds. Ms B’s investment was a f... (3 pages)View decision -
Decision Reference DRN-5244972
18 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5244972 The complaint Mr K is unhappy that Santander UK Plc won’t refund payments he made as a result of a scam. What happened Mr K was a victim of an investment scam involving the following payments from his account: Date Description Amount 26 December 2021 Card Payment to ‘Cro’ £3... (2 pages)View decision -
Decision Reference DRN-5226837
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5226837 The complaint Miss W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost as the result of a scam. What happened In 2018, Miss W was told about an investment opportunity by a long-term friend. I’ll refer to the friend as L. The investment involved Miss W... (5 pages)View decision -
Decision Reference DRN-5305323
18 Mar 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5305323 The complaint Mr J has complained about the way Creation Consumer Finance Ltd “Creation” responded to his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr J bought a solar panel system for his home in 2022 – this also included a battery. T... (3 pages)View decision -
Decision Reference DRN-5307575
18 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5307575 The complaint Mr P complains Bank of Scotland plc trading as Birmingham Midshires has money that belongs to him. What happened Mr P says he was flooded out of his home. In addition, he says in 2024 that two savings passbooks emerged from his files after flood damage. He says... (2 pages)View decision
