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 5478 results
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Decision Reference DRN-4573597
22 Jan 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4573597 The complaint Mr M complains that HSBC UK Bank Plc (trading as first direct) won’t refund the money he lost when he fell victim to a scam. What happened In late 2021, Mr M saw a video on his phone showing investments being discussed on a well-known television show. This prompte... (6 pages)View decision -
Decision Reference DRN-5234360
14 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5234360 The complaint Mr L, who is represented, complains that Santander UK Plc won’t reimburse a loss he suffered from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around June 2018, Mr L was ... (2 pages)View decision -
Decision Reference DRN7569836
30 Jan 2020 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs D complain that The Royal Bank of Scotland Plc (trading as Virgin One) didn’t honour its promise to freeze his account, and allowed some transactions to be made which should have been blocked.backgroundMr and Mrs D are the joint account holders of a Virgin One account. Mr D brin... (2 pages)View decision -
Decision Reference DRN-3549777
17 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3549777 The complaint Mr and Mrs E complain that HSBC UK Bank Plc won’t refund money they lost to a binary options investment scam. As most of the correspondence is from Mr E, I’ll treat all submissions as having come from him in this decision. What happened Around November 2017, Mr E,... (7 pages)View decision -
Decision Reference DRN-3381789
19 Apr 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3381789 The complaint Mr P is unhappy that NewDay Ltd, trading as Aqua, approved him for increasing amounts of credit, all of which he feels were unaffordable for him at those times. What happened Mr P had a NewDay credit account with a credit limit of £600. In August 2016, NewDay incr... (7 pages)View decision -
Decision Reference DRN2740104
24 Feb 2018 UK Credit Limited Not upheldBanking and creditMr G complains that it was irresponsible for UK Credit Limited to have lent to him.backgroundMr G signed a fixed sum loan agreement with UK Credit in January 2016. The loan was for £7,500 over four years with interest of £6,012 and monthly payments of £281.50. The l... (2 pages)View decision -
Decision Reference DRN-2958221
14 Sep 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2958221 The complaint Mr S complains about HSBC UK Bank Plc’s decision to restrict his account while carrying out a review. What happened In October 2019, Mr S received a payment into his account. The transaction was flagged for review and HSBC restricted Mr S’s account. HSBC got in to... (3 pages)View decision -
Decision Reference DRN-3213245
11 Jan 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3213245 The complaint Ms Q complains that Everyday Lending Limited (“ELL”) lent to her in an irresponsible manner. And she further complains that ELL failed to treat her fairly when she faced problems repaying the loan. What happened I issued a provisional decision on this complaint in... (4 pages)View decision -
Decision Reference DRN6239489
3 Oct 2013 Nationwide Building Society UpheldInvestment and pensionsMiss A complains about advice received in 2012 from Nationwide Building Society to invest a substantial amount in investments she says were too risky for her. She says that the adviser assured her that the recommended investments posed no risk to her capital.backgroundI issued my pro... (5 pages)View decision -
Decision Reference DRN-3349909
3 Mar 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3349909 The complaint Mr N complains that NewDay Ltd has refused to refund transactions (made using his NewDay credit card) to a fraudulent binary options company. What happened Mr N received a call from a representative of XMarkets.com (XMarkets) who sold him an investment opportunity... (7 pages)View decision