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 367300 results
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Decision Reference DRN-5403111
23 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5403111 The complaint Mr W has complained that HSBC UK Bank PLC (“HSBC”) blocked a number of payments he attempted to make from his HSBC account to a crypto exchange. What happened Mr W successfully made a £500 payment to a cryptocurrency exchange on 14 January 2025. However, subse... (3 pages)View decision -
Decision Reference DRN-5095032
23 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5095032 The complaint Miss P has complained Revolut Ltd failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary... (4 pages)View decision -
Decision Reference DRN-5336792
23 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5336792 The complaint Ms S complains about the way in which TSB Bank plc handled her disputed transactions claim. What happened Ms S booked a cruise for herself, and her mother using a travel agent and paid using her TSB credit card. Ms S paid a £500 deposit followed by a balance pa... (2 pages)View decision -
Decision Reference DRN-5422855
23 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5422855 The complaint Mr H and Mrs M are unhappy with Nationwide Building Society. I’ll refer to Mr H throughout the decision as he has dealt with the issues. Mr H is upset because he didn’t get details when his bonds reached maturity, no annual statements are sent out anymore, and... (3 pages)View decision -
Decision Reference DRN-5582228
23 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5582228 The complaint Mr B complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application. What happened Mr B applied for a Marbles credit card in April 2022. In his application, Mr B gave an annual income of £52,000 that Marbles calcul... (2 pages)View decision -
Decision Reference DRN-5582123
23 May 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5582123 The complaint Mr G complains, through his representative, that Options UK Personal Pensions LLP failed to carry out due diligence on investments he was advised to invest his SIPP in. What happened Although Mr G is represented and his representatives have provided information... (15 pages)View decision -
Decision Reference DRN-5014774
23 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5014774 The complaint Mrs P complains that Santander UK Plc has declined to reimburse payments that she says were made by scammers without her consent. What happened Mrs P has brought her complaint via a representative, but for clarity I’ll refer to Mrs P in relation to comments mad... (4 pages)View decision -
Decision Reference DRN-5344304
23 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5344304 The complaint Mrs L has complained Monzo Bank Ltd wouldn’t refund her when she didn’t get cash out of a cash machine. What happened Mrs L used a supermarket cash machine on 17 September 2024 to withdraw £200. She didn’t get the cash despite hearing the machine counting, the ... (3 pages)View decision -
Decision Reference DRN-5497474
23 May 2025 Vitality Life Limited UpheldInsuranceDRN-5497474 The complaint Mr A’s complained that Vitality Life Limited didn’t pay the full amount they should have when they settled his terminal illness claim. What happened Mr A bought a life insurance policy from Vitality in mid 2017. This provided him with £300,000 worth of cover in... (3 pages)View decision -
Decision Reference DRN-5315037
23 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5315037 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker with CIFAS in his name. This caused him distress in not being able to open a bank account and having difficulty in getting a job. What happened In January 2024 Monzo received a fraud report from o... (2 pages)View decision
