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 3967 results
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Decision Reference DRN-4042156
2 Jun 2023 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4042156 Complaint Mr and Mrs B are unhappy that HSBC UK Bank Plc (trading as first direct) haven’t refunded them after Mr B fell victim to a scam. Background In August 2022, Mr B wanted to buy a van. He found an advert online for a used van that was available at a good price, given its... (3 pages)View decision -
Decision Reference DRN-5039612
27 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5039612 The complaint Mr D has complained that Bank of Scotland plc trading as (“Halifax”) failed to adequately warn him against becoming the victim of an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all... (4 pages)View decision -
Decision Reference DRN3925981
28 Oct 2020 Vanquis Bank Limited UpheldBanking and creditMrs O complains that Vanquis Bank Limited has refused her a refund. background Mrs O told us that her daughter, who is a child, was shortlisted for a modelling competition. It is not entirely clear how Mrs O was initially contacted about this, although Mrs O had been looking online for inf... (5 pages)View decision -
Decision Reference DRN4126475
27 Nov 2015 Santander UK Plc Not upheldBanking and creditMr M complains that Santander UK Plc removed a third party authority, Mr B, from his account by mistake. As a result Mr B and Mr M suffered inconvenience.our initial conclusionsOur adjudicator recommended that Mr M’s complaint be upheld. Santander agreed to pay Mr M an... (2 pages)View decision -
Decision Reference DRN5462333
16 Apr 2013 UK Insurance Limited UpheldInsurance (excluding PPI)Mr Z’s complaint concerns UK Insurance Limited’s (“UKI”) decision to reject a claim he made under his travel insurance policy following a theft at his holiday accommodation. The rejection was on the grounds that there was no evidence of violent and forcible entry to the property and so... (2 pages)View decision -
Decision Reference DRN-4812033
5 Jul 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4812033 The complaint M, a limited company, complains that Lloyds Bank Plc unreasonable withheld funds from their merchant acquiring account. What happened M is represented by Ms S, a director of the business. The facts of this case are well known to both parties, so I will mention the... (2 pages)View decision -
Decision Reference DRN-4462170
18 Apr 2024 IG Markets Limited UpheldInvestmentsDRN-4462170 The complaint Mr A complains that, following the closure of his spread betting account, IG Markets Limited didn’t allow him to withdraw the cash balance. He says it took around three months before he received the money, even though he was in regular contact with IG Markets, and... (3 pages)View decision -
Decision Reference DRN-2740351
28 Jul 2021 Wirecard Card Solutions Limited Not upheldBanking and PaymentsDRN-2740351 The complaint Mrs V is seeking to recover £1,000 from Wirecard Card Solutions Limited, a payment she made from her U Account as a result of a third-party scam November 2018. Mrs V is represented by her son, but I have referred to Mrs V throughout this decision, even though duri... (3 pages)View decision -
Decision Reference DRN-5821703
16 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5821703 The complaint Mrs B complains that Revolut Ltd won’t refund her the money she lost in a work tasks scam. Mrs B is represented by a professional representative, but for ease of reading I’ll just refer to Mrs B. What happened The circumstances surrounding this complaint are we... (7 pages)View decision -
Decision Reference DRN-5489537
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5489537 The complaint Mr G complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an advance fee 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 ... (6 pages)View decision
