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 4282 results
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Decision Reference DRN-3209809
13 Dec 2021 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3209809 The complaint Mr R complains that National Westminster Bank Plc (NatWest) won’t refund £28,355.13 he lost when he was the victim of a scam. What happened What Mr R says Mr R says he started to attend college in September 2015. In January 2016 he was approached by an associate ... (6 pages)View decision -
Decision Reference DRN-5379725
4 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5379725 The complaint Mr H has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to an employment scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of ... (7 pages)View decision -
Decision Reference DRN8287741
16 Nov 2020 Abana Unipessoal Lda UpheldInvestment and pensionsMr B says Abana Unipessoal Lda (Abana) gave him unsuitable advice about transferring his occupational pension funds into a Self-invested Personal Pension (SIPP) with unregulated investments, which caused him to suffer a financial loss. background Mr B had known Mr F for around 20 years. Mr... (32 pages)View decision -
Decision Reference DRN-4366174
29 Sep 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4366174 The complaint Mrs O complains that Monzo Bank Ltd (“Monzo”) won’t refund her multiple payments made from her current account as the result of a scam. What happened I issued a provisional decision in September 2023 to explain why I thought Mrs O’s complaint should be partially u... (7 pages)View decision -
Decision Reference DRN-4322438
29 Aug 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4322438 The complaint Mrs N complains that HSBC UK Bank Plc (HSBC) wouldn’t refund £88,279.56 which she lost in an investment scam. What happened What Mrs N says: Mrs N is represented by a third-party claims firm, but I will refer to Mrs N as the complainant. Mrs N told us that her fat... (8 pages)View decision -
Decision Reference DRN-5119327
6 Nov 2024 Haven Insurance Company Limited UpheldInsuranceDRN-5119327 The complaint Miss Z complains about Haven Insurance Company Limited’s actions after it had cancelled her car insurance policy and declined her claim. Haven has since confirmed it avoided the policy. What happened Miss Z took out a car insurance policy in December 2022. In M... (6 pages)View decision -
Decision Reference DRN-3568018
29 Jun 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3568018 The complaint Miss U is unhappy with Monzo Bank Ltd because it’s not refunding the money she lost after she became the victim of a scam. What happened I’m not going to cover all the points raised in detail. The view of 19 November 2021 covered the detailed timeline of the trans... (7 pages)View decision -
Decision Reference DRN-3516824
6 Jun 2022 LEBC Group Limited Not upheldPensions and AnnuitiesDRN-3516824 The complaint Mr R complains that LEBC Group Limited (LEBC) took too long to provide him with an advice report. And that the delay caused a financial loss. What happened LEBC acted as financial advisers for Mr R. On 10 October 2019 Mr R met with his adviser to discuss his pensi... (6 pages)View decision -
Decision Reference DRN-5257604
6 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5257604 The complaint Mrs M complains that HSBC UK Bank Plc won’t reimburse her after she lost money to an investment – that she now considers to have been a scam. What happened Mrs M has explained that she was introduced to an investment opportunity, provided by a firm that I’ll re... (7 pages)View decision -
Decision Reference DRN4608581
11 Oct 2018 HSBC Bank plc Not upheldBanking and creditMr O complains HSBC Bank Plc didn’t treat him fairly when he asked it to remove additional searches it had recorded on his credit file. To put things right, he wants HSBC to compensate him for the financial loss he says he has suffered as a result and to recognise ... (7 pages)View decision
