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 162957 results
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Decision Reference DRN-4828025
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4828025 The complaint Mrs S and Mr S complain that HSBC UK Bank Plc (“HSBC”) hasn’t protected them from losing money to fraud. The payments were made from Mrs S and Mr S’s joint account, but I understand that Mr S made the payments and was the one who fell victim to the scam, so fo... (2 pages)View decision -
Decision Reference DRN-5320220
10 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5320220 The complaint Mr and Mrs M complain that Bank of Scotland plc trading as Birmingham Midshires caused delays with their re-mortgage and applied excessive interest. What happened Mr and Mrs M took out an interest only residential mortgage with Bank of Scotland in 2006. The ter... (3 pages)View decision -
Decision Reference DRN-4947443
10 Feb 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-4947443 The complaint Mr F has a car hire agreement with ALD Automotive Limited (ALD) and he is unhappy about the way they have dealt with a liability regarding a congestion charge. What happened In July 2019, Mr F entered into a hire agreement with ALD to acquire a car. In Octobe... (4 pages)View decision -
Decision Reference DRN-5239429
10 Feb 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5239429 The complaint Mr G complains Trading 212 UK Limited didn’t tell him about a scheduled reduction in the interest rate when he agreed to an Individual Savings Account (ISA) with it. Mr G also complains about complaint handling by Trading 212. What happened Mr G opened a new ca... (3 pages)View decision -
Decision Reference DRN-5026036
10 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5026036 The complaint Mr S complains about how Healthcare Finance Limited (‘HFL’) responded to a claim made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is no... (7 pages)View decision -
Decision Reference DRN-4936954
10 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4936954 The complaint Mr L complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he says was lost as the result of a scam. What happened In May 2023, Mr L contacted a company and hired a supercar for a family event in July 2023. I’ll refer to the... (3 pages)View decision -
Decision Reference DRN-4687779
10 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4687779 The complaint Miss A complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost when she fell victim to a scam. What happened Miss A says that a social media influencer she was following posted something about an AI trading platform, which I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5270746
10 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5270746 The complaint Mrs F is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. She was originally being represented by solicitors but that arrangement has now ended. What happened Sadly, Mrs F fell victim to a cruel romance scam after... (4 pages)View decision -
Decision Reference DRN-4864933
10 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4864933 The complaint Miss W complains that National Westminster Bank Plc (“NatWest”) did not refund a series of payments she says she lost to a scam. What happened Miss W purchased a property and was looking for a builder to carry out renovation work, including an extension and a n... (3 pages)View decision -
Decision Reference DRN-5003908
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5003908 The complaint B complains about the actions of HSBC UK Bank Plc when it lost money to a scam. B is being represented by a claims management company but for ease of reading I’ll only refer to B. What happened The detailed background to this complaint is well known to both p... (3 pages)View decision
