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 392389 results
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Decision Reference DRN-5735151
14 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5735151 The complaint Mr M has complained that HSBC UK Bank Plc won’t refund money he lost to a scam. What happened Mr M says that he and his friends were looking to book a villa for their holiday. When searching for accommodation he came across a website advertising villas, which I... (4 pages)View decision -
Decision Reference DRN-5952923
14 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5952923 The complaint A limited company, which I’ll refer to as ‘W’, complaints that the actions of HSBC UK Bank Plc caused it to lose out on account interest it should reasonably have received. W’s complaint is brought to this service by its director, whom I’ll refer to as ‘Ms R’.... (3 pages)View decision -
Decision Reference DRN-5897575
14 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5897575 The complaint Mr S is unhappy that American Express Services Europe Limited (AMEX) won’t refund payments he made because of an impersonation scam. What happened On 6 March 2025, Mr S was a victim of an impersonation scam which involved 6 payments from his AMEX card to fund ... (4 pages)View decision -
Decision Reference DRN-5951370
14 Nov 2025 National House-Building Council Not upheldInsuranceDRN-5951370 The complaint Mr W complains about National House-Building Council’s (NHBC) handling of a claim made under his Buildmark policy. What happened The subject of this complaint is an estate comprised of multiple blocks and apartments. Mr W is the leaseholder of one of the apart... (10 pages)View decision -
Decision Reference DRN-5952984
14 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5952984 The complaint Miss P complains U K Insurance Limited (“UKI”) unfairly voided her landlord insurance policy. What happened Miss P owns a residential property which she rents out to a tenant. She held a property owners policy underwritten by UKI which was taken out on 1 Janua... (3 pages)View decision -
Decision Reference DRN-5949216
14 Nov 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5949216 The complaint Mr C has complained to Phoenix Life Limited that, in 1992, the annual management charges (AMCs) on his policy were increased by 0.25% and he wasn’t notified of this change. Mr C has also complained that charges were applied to the unitised with profits section ... (9 pages)View decision -
Decision Reference DRN-5808926
14 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5808926 The complaint Mr G complains that Barclays Bank UK PLC trading as Tesco Bank lent irresponsibly when it approved his credit card application and later increased the limit. What happened Mr G applied for a Tesco Bank credit card in January 2022. In his application, Mr G said ... (3 pages)View decision -
Decision Reference DRN-5290531
14 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5290531 The complaint W – a limited company – complains that Wise Payments Ltd (‘Wise’) hasn’t refunded the money it lost to a scam. One of W’s directors, whom I’ll refer to as ‘J’, referred the complaint to this service on behalf of W. So, for ease of reading, I’ll refer only to J... (3 pages)View decision -
Decision Reference DRN-5763986
14 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5763986 The complaint Mr S complains that Revolut Ltd restricted his account. What happened Mr S had an account with Revolut. In December 2024, Revolut restricted Mr S’s account while it carried out a review. The restrictions remained in place until 10 February 2025. Revolut told Mr... (2 pages)View decision -
Decision Reference DRN-5901085
14 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5901085 The complaint Miss B complains that Revolut Ltd has declined to refund disputed withdrawals that were made from her account. What happened On 10 September 2025, four Automated Teller Machine (ATM) withdrawals totalling £1,016.00 were made from Miss B’s account using her Revo... (3 pages)View decision