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 171073 results
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Decision Reference DRN-4988611
25 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4988611 The complaint Mr B is unhappy HSBC UK Bank Plc (“HSBC”) won’t reimburse him for the money he lost when he fell victim to 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 B was... (3 pages)View decision -
Decision Reference DRN-5070368
25 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5070368 The complaint Mrs W and Mr W complain they were scammed by a rogue trader and HSBC UK Bank Plc (‘HSBC’) won’t reimburse them. They’re being represented. To keep things simple, I’ll refer to Mr W throughout this decision. What happened The background is known to both parties.... (3 pages)View decision -
Decision Reference DRN-5338664
25 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5338664 The complaint C a limited company complains TSB Bank plc unfairly handled its account and provided poor service. What happened C held a business account with TSB. C is represented by Mr B – a director of C. On 7 November 204 TSB carried out a review of C’s account. It sent... (3 pages)View decision -
Decision Reference DRN-5206685
25 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5206685 The complaint Mr S complains that National Westminster Bank Public Limited Company (“NatWest”) didn’t refund him money which was sent to one of its account holders, as part of what he believed to be an Authorised Push Payment (“APP”) investment scam. Mr S has also complaine... (3 pages)View decision -
Decision Reference DRN-5200232
25 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5200232 The complaint Mr S complains that Santander UK Plc (“Santander”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr S is represented, but for ease of reading I will ... (4 pages)View decision -
Decision Reference DRN-5652518
25 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5652518 The complaint Mrs B complains that MBNA Limited registered a default on her account after she’d contacted them with a repayment proposal. What happened Mrs B holds a credit card account with MBNA. Mrs B has experienced financial difficulties and hasn’t made a payment on the ... (3 pages)View decision -
Decision Reference DRN-5714922
25 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5714922 The complaint Mr F complained to Barclays Bank UK PLC about its decision to close his credit card account with immediate effect, and that it declined to return a credit balance. What happened Mr F opened a credit card with Barclays under the Barclaycard brand in 2022. Barcl... (4 pages)View decision -
Decision Reference DRN-5714869
25 Jul 2025 U.S. Bank Europe DAC Not upheldBanking and PaymentsDRN-5714869 The complaint A company which I’ll call ‘C’ complains that U.S. Bank Europe DAC trading as Elavon Merchant Services (‘Elavon’) treated it unfairly when applying card transaction fees. The complaint is brought on C’s behalf by its director, Mr Q. What happened In May 2021, ... (4 pages)View decision -
Decision Reference DRN-5714875
25 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5714875 The complaint Mrs P complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In January 2023, Mrs P says she received a phone call from an investment company offering her the chance to invest with it. She was told the compa... (3 pages)View decision -
Decision Reference DRN-5388321
25 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5388321 The complaint and background Mr R complains that HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect him when he fell victim to an investment scam. Our investigator didn’t uphold the complaint. Although she thought HSBC should have provided a written warning, having asked ... (2 pages)View decision
