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 3981 results
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Decision Reference DRN-4701330
22 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4701330 The complaint Ms D complains that HSBC UK Bank Plc trading as first direct (“FD”) won’t reimburse money she lost to an investment scam. What happened On 8 March 2024 I issued my provisional decision on this complaint. I gave both parties an opportunity to provide any further ev... (7 pages)View decision -
Decision Reference DRN-5130234
1 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5130234 The complaint Mr H is unhappy that HSBC UK Bank Plc won’t reimburse money he lost to a scam. Mr H is represented by a third-party claims firm, but I will refer to Mr H here. What happened The background to this complaint is well known to both parties, so I won’t repeat eve... (4 pages)View decision -
Decision Reference DRN-4887432
5 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4887432 The complaint Mr G complains that Revolut Ltd won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Mr G fell victim to a task-based ... (5 pages)View decision -
Decision Reference DRN-1521106
12 Mar 2020 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-1521106 The complaintMrs M believes The Royal Bank of Scotland Plc (“RBS”) has acted unfairly by using its right of set off to move money from her current account to repay an outstanding balance on her credit card account. What happenedMrs M has a current account and credit card accoun... (3 pages)View decision -
Decision Reference DRN-3282367
30 Jun 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3282367 The complaint Mr M complains that HSBC UK Bank Plc (HSBC) won’t refund the money he lost 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, Mr M fell victim to an investment scam by a com... (5 pages)View decision -
Decision Reference DRN-5873911
21 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5873911 The complaint Mr C, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2017 Mr C acquired a used car financed by a conditional ... (3 pages)View decision -
Decision Reference DRN-4365377
23 Mar 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4365377 The complaint Mr C complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (7 pages)View decision -
Decision Reference DRN5089005
10 Jul 2013 National Westminster Bank Plc Not upheldBanking and creditMiss M complains National Westminster Bank Plc has closed her current account and is holding her responsible for a debt that arose from some transactions that she neither made nor authorised.backgroundMiss M has held a current account with NatWest for a number of years and she had onlin... (3 pages)View decision -
Decision Reference DRN-4832420
10 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4832420 The complaint Miss D, who is represented by a third party, complains that Specialist Motor Finance Limited (“SMFL”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In April 2018, Miss D acquired a used car financed by way of a hir... (4 pages)View decision -
Decision Reference DRN-4613563
20 Feb 2024 AWP P&C S.A. UpheldInsuranceDRN-4613563 The complaint Mr and Mrs B complain because AWP P&C SA didn’t pay a cancellation claim under their travel insurance policy. What happened Mr and Mrs B are insured under a travel insurance policy, underwritten by AWP, which is provided as a benefit of a packaged bank account... (4 pages)View decision
