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 4009 results
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Decision Reference DRN-3812926
18 Nov 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3812926 The complaint Mr and Mrs T complain that Royal & Sun Alliance Insurance Limited declined their legal expenses insurance (LEI) claim. What happened Mr and Mrs T were hoping to purchase a property from a company I’ll call C. Unfortunately, the purchase of the property didn’t ... (4 pages)View decision -
Decision Reference DRN-4817707
27 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4817707 The complaint Ms M complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (4 pages)View decision -
Decision Reference DRN-2972352
16 Mar 2022 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-2972352 The complaint Mr C is seeking to recover £307,776 from Clydesdale Bank Plc (“Clydesdale”), which he lost from his account as the result of a third-party scam. Clydesdale says it is not liable for the loss because Mr C unwittingly authorised the payment himself — and it could no... (6 pages)View decision -
Decision Reference DRN-2482674
15 Jan 2021 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-2482674 The complaint Ms B complains that HSBC erroneously blocked her current and savings accounts for two months. She says this caused her to sustain financial losses, as well as considerable distress and inconvenience. She wants HSBC to apologise and to pay her compensation to put t... (6 pages)View decision -
Decision Reference DRN2308736
26 Jun 2018 Barclays Bank Plc Not upheldBanking and creditMr T complains that Barclays Bank Plc won’t reimburse him, under section 75 of the Consumer Credit Act 1974, for the full cost of a kitchen and bathroom whose installation he paid the deposit for with his Barclaycard. Mr T is being assisted with his complaint by Mr ... (8 pages)View decision -
Decision Reference DRN-3101886
18 Oct 2021 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3101886 The complaint A limited company, which I’ll refer to as ‘J’, is unhappy with a series of fees for services it believes The Royal Bank of Scotland Plc (“RBS”) unreasonably compelled it to instruct. J is also unhappy that RBS forced it to sell a property asset at a time when mark... (4 pages)View decision -
Decision Reference DRN-5569814
20 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5569814 The complaint Mr A is unhappy with Santander UK Plc. Mr A’s Mum (Mrs A) attempted to pay a cheque into his account for him when she was in a branch. But after she gave the cheque to the cashier it got stuck in the machine. Fortunately, the cheque didn’t rip, and the cashier ... (4 pages)View decision -
Decision Reference DRN2339957
31 Jan 2019 Santander UK Plc UpheldBanking and creditMr and Mrs B complain that Santander UK Plc won’t refund a £15,000 payment made from their account that they say they didn’t authorise.backgroundMr and Mrs B held a 1-2-3 current account with Santander. In February 2017 Mr B was the victim of a scam known as “sm... (10 pages)View decision -
Decision Reference DRN-4287653
2 Jan 2024 Flagstone Group LTD Not upheldBanking and PaymentsDRN-4287653 The complaint The estate of Mrs F (the estate) complains that Flagstone Group LTD did not pay interest on the funds they held whilst awaiting documentation from the estate. What happened Mrs F had a Power of Attorney (POA) who set up an account with Flagstone to deposit funds f... (2 pages)View decision -
Decision Reference DRN-4993418
1 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4993418 The complaint Mr P complains that Revolut Ltd did not refund a series of transactions he lost to a scam. What happened Mr P found an advert for an investment opportunity online. He checked the website and it looked professional, there was a forum with articles and discussion... (10 pages)View decision
