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 393318 results
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Decision Reference DRN-5053094
17 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5053094 The complaint Mr E is unhappy that Lloyds Bank PLC has decided not to refund him after he fell victim to what he says was an investment scam. Mr E is using a professional representative to bring his complaint. I’ll refer to them as C. What happened I’ll summarise the facts... (4 pages)View decision -
Decision Reference DRN-5957047
17 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5957047 The complaint Mr and Mrs K have complained that HSBC UK Bank Plc trading as first direct won’t refund money they lost to a scam. What happened Mr K said he was introduced to an ‘investment opportunity’ by someone he had been talking to on social media, who turned out to be a... (5 pages)View decision -
Decision Reference DRN-5666369
17 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5666369 The complaint G, a limited company, complains that Wise Payments Limited won’t refund the money that its director – Mrs L – lost to a scam. What happened Both sides are most familiar with the case, and we must anonymise decisions, so I’ll summarise what happened relatively b... (4 pages)View decision -
Decision Reference DRN-5768588
17 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5768588 The complaint Mr N complains that Nationwide Building Society (“Nationwide”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr N has said th... (2 pages)View decision -
Decision Reference DRN-5831611
17 Nov 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5831611 The complaint Miss W complains that Metro Bank PLC will not provide a refund for a faulty car she paid for using her Metro Bank debit card. She has been represented in bringing this complaint by a family member, so references to her submissions and arguments include those ma... (3 pages)View decision -
Decision Reference DRN-5841140
17 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5841140 The complaint Mr A complains about a motor finance agreement he had with MONEYBARN NO.1 LIMITED (MB). Mr A is unhappy that the vehicle related to the motor finance agreement was not of satisfactory quality when it was supplied to him. What happened In August 2024, Mr A acqui... (3 pages)View decision -
Decision Reference DRN-4806446
17 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4806446 The complaint Mr E is unhappy that HSBC UK bank Plc has decided not to refund him after he fell victim to what he says was an investment scam. Mr E is using a professional representative to bring his complaint. I’ll refer to them as C. What happened I’ll summarise the fact... (3 pages)View decision -
Decision Reference DRN-5898623
17 Nov 2025 West Bay Insurance Plc UpheldInsuranceDRN-5898623 The complaint Mr D is complaining about the way West Bay Insurance Plc handled two claims made against his commercial vehicle insurance policy. What happened Mr D was involved in two incidents with third party vehicles – the first happened in June 2021 (‘claim one’) and the ... (4 pages)View decision -
Decision Reference DRN-5894283
17 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5894283 The complaint Ms P and Mr K are unhappy with the assistance provided by Admiral Insurance (Gibraltar) Limited under their travel insurance policy (‘the policy’) after Mr K fractured his arm, snowboarding, whilst abroad. All reference to Admiral includes its medical assistan... (3 pages)View decision -
Decision Reference DRN-5779492
17 Nov 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5779492 The complaint Miss C complains that Lloyds Bank PLC did not reimburse the funds she lost to a scam and did not handle her claim professionally. What happened Miss C has told us about two payments of £300 and £100 that moved from her Lloyds savings account to her Lloyds curre... (3 pages)View decision