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-3851199
16 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3851199 The complaint Mr O complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to an investment scam. What happened Mr O says he was recommended an investment broker, AssetShot, by a friend and a relative who had both been using its services for some... (4 pages)View decision -
Decision Reference DRN-5643295
24 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5643295 The complaint Mr R is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse him after he fell victim to a scam. What happened I issued a provisional decision for this complaint on 10 June 2025. In it I set out the background and my proposed findings. I’ve included a copy of... (10 pages)View decision -
Decision Reference DRN-5369726
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5369726 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of this ... (10 pages)View decision -
Decision Reference DRN3447192
13 Mar 2018 Lift-Financial Ltd Not upheldInvestment and pensionsMr W’s complaint concerns a recommendation in 2013, by Lift-Financial Ltd (Lift), to invest in a particular Business Property Renovation Allowance (BPRA) project. The BPRA scheme, in general, offered the potential of significant tax benefits to investors. Mr W says Lift... (7 pages)View decision -
Decision Reference DRN2437121
13 Aug 2013 The Royal Bank of Scotland Plc Not upheldBanking and creditsummary of complaintMr K complains that his account has been the subject of fraudulent activity, but that The Royal Bank of Scotland plc (RBS) has refused to reimburse his losses. backgroundThe following activity is relevant to this complaint:--Mr K held a credit card account with RBS.... (2 pages)View decision -
Decision Reference DRN-1140325
30 Jun 2020 Monzo Bank Ltd Not upheldBanking and PaymentsThe complaint Ms F complains that Monzo Bank Limited won’t refund payments that have been made from her account which she says she didn’t authorise. What happened Ms F opened her account with Monzo on 5 May 2019. She had an account with an online casino and started making transactions from... (3 pages)View decision -
Decision Reference DRN-4027364
27 Mar 2023 Shawbrook Bank Limited UpheldConsumer CreditDRN-4027364 The complaint Ms S complains about the outcome of a claim she made to Shawbrook Bank Limited (who I’ll call “Shawbrook”) under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened I issued my provisional decision on this complaint earlier this month. An extr... (4 pages)View decision -
Decision Reference DRN9590747
24 Mar 2018 National Westminster Bank Plc Not upheldBanking and creditMr A has complained that National Westminster Bank Plc will no longer allow his brother to make payments into Mr A’s account using just the sort code and account number.Mr A has also raised concerns about the security of his data and that staff failed to verify his ... (2 pages)View decision -
Decision Reference DRN-4364704
15 Jan 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4364704 The complaint Mr J complains, via his solicitor, that HSBC UK Bank Plc didn’t stop transactions from his bank account to gambling operators despite signs of potential gambling addiction and financial difficulty. I have mostly referred to Mr J in this decision. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-4312583
17 Oct 2023 Zurich Insurance PLC UpheldInsuranceDRN-4312583 The complaint Mr W complains Zurich Insurance PLC declined a third-party claim he made, under the Third Parties (Rights against Insurers) Act 2010 (the 2010 Act), in respect of a policy taken out by a company, P. Mr W is represented in bringing the complaint by a firm of solici... (15 pages)View decision
