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 364421 results
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Decision Reference DRN-5368880
10 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5368880 The complaint Mr M complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost in an investment – which he says was a scam. What happened What Mr M says: Mr M often saw online adverts for crypto investments and was aware of their growing popularity. He says he didn’t h... (5 pages)View decision -
Decision Reference DRN-5366887
10 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5366887 The complaint Mr M complains Barclays Bank UK PLC hasn’t refunded £4,000 it said it would. What happened Mr M has a current account with Barclays. Barclays says Mr M called on 4 December 2024 to report the fact that his card details had been stolen and used to carry out four... (2 pages)View decision -
Decision Reference DRN-5388850
10 Apr 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5388850 The complaint P, a limited company, complaints that PayrNet Limited unreasonably blocked access to their account, which caused significant disruption to their business. P held an ANNA branded account – who provide services on behalf of PayrNet. For ease of reading in this d... (2 pages)View decision -
Decision Reference DRN-4720604
10 Apr 2025 Lighthouse Advisory Services Limited UpheldPensions and AnnuitiesDRN-4720604 The complaint Mr S complains about the advice given by Lighthouse Advisory Services Limited (‘Lighthouse’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension. He says the advice was unsuitable for him and believes this ... (13 pages)View decision -
Decision Reference DRN-5388316
10 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5388316 The complaint Ms R complains Nationwide Building Society unfairly closed her account without warning or explanation and provided her with poor service. What happened Ms R held a Nationwide current account and savings account. In early September 2024 Nationwide contacted Ms... (3 pages)View decision -
Decision Reference DRN-5091120
10 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5091120 The complaint Mrs H complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Mrs H said in January 2023 she saw an advert on social media regarding a cryptocurrency investment opportunity. She clicked the link, entered ... (11 pages)View decision -
Decision Reference DRN-5236640
10 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5236640 The complaint Mr H complains that National Westminster Bank Public Limited Company (NatWest) won’t refund money he lost when he was the victim of an investment scam, and subsequently a recovery scam. Mr H is represented by a firm that I’ll refer to as ‘C’. What happened The ... (8 pages)View decision -
Decision Reference DRN-4929582
10 Apr 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4929582 The complaint Mr R complains about Zurich Assurance Ltd. He’s unhappy with how they’ve administered a reviewable whole of life (RWOL) policy he holds with them. What happened Mr R took out the RWOL policy in 1984. It initially had a sum assured of £50,000 for monthly premium... (7 pages)View decision -
Decision Reference DRN-5356519
10 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356519 The complaint Ms L complains Revolut Ltd didn’t help her locate money she’d sent that she thought had gone missing. What happened Ms L has an account with Revolut and an account with another business who I’ll refer to as “S” throughout the rest of this decision. She’s had bo... (3 pages)View decision -
Decision Reference DRN-5386071
10 Apr 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5386071 The complaint Mr E complains Oodle Financial Services Limited trading as Oodle Car Finance’s (“Oodle”) decision to lend him. Mr E has been represented. For clarity, I’ve only referred to Mr E throughout this decision. What happened Mr E entered into a hire purchase agreement... (4 pages)View decision
