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-5482577
31 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5482577 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2020, Mr B was told about an opportunity to invest with a local trading company by hi... (5 pages)View decision -
Decision Reference DRN-5840521
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5840521 The complaint Mr B complains that HSBC UK Bank Plc, trading as first direct, won’t refund the money he lost when he was the victim of a scam. What happened In July 2023, Mr B made a payment of £449 using his first direct credit card to purchase a training course he thought ... (3 pages)View decision -
Decision Reference DRN-5763847
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5763847 The complaint Mr and Mrs B complain that HSBC UK Bank Plc, trading as first direct, won’t refund the money they lost when they were the victims of a scam. What happened In July 2023, Mr B made a payment using a credit card to purchase a training course he thought would teac... (3 pages)View decision -
Decision Reference DRN-5918551
30 Oct 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5918551 THE COMPLAINT Mr H, director of a limited company I will refer to as A, complains that ClearBank Limited trading as Tide Platform Ltd (“Tide”) will not reimburse him money he says he lost when he fell victim to a theft which resulted in fraud. Mr H holds/held a Tide busines... (5 pages)View decision -
Decision Reference DRN-5801691
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5801691 THE COMPLAINT Mrs E complains that Santander UK Plc (“Santander”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs E is represented by Refundee in this matter. However, where appropriate, I will refer to Mrs E solely in this decision for e... (4 pages)View decision -
Decision Reference DRN-5801698
30 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5801698 THE COMPLAINT Mrs E complains that HSBC UK Bank Plc (“HSBC”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs E is represented by Refundee in this matter. However, where appropriate, I will refer to Mrs E solely in this decision for ease o... (5 pages)View decision -
Decision Reference DRN-5826244
30 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5826244 The complaint Mr F complains about a van supplied under a hire purchase agreement, provided by CA AUTO FINANCE UK LTD (‘CA’). What happened Around June 2024 Mr F acquired a used van under a hire purchase agreement with CA. The van is listed with a cash price of £16,190.40, ... (3 pages)View decision -
Decision Reference DRN-5779560
30 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5779560 The complaint Miss S has complained that Intact Insurance UK Limited (Intact) didn’t renew her home insurance policy that meant it didn’t later deal with a claim. What happened Miss S took out a policy with Intact in October 2023. In April 2025, Miss S made a claim under he... (4 pages)View decision -
Decision Reference DRN-5914704
30 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5914704 The complaint Mrs W’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by: 1. Being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (3 pages)View decision -
Decision Reference DRN-5869164
30 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5869164 The complaint Mr K complains HSBC UK Bank Plc trading as first direct won’t refund the money he says he lost to a scam. What happened Mr K came across a property investment opportunity with a company, “C”, that was being promoted by a property investment business he had been... (5 pages)View decision