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 369228 results
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Decision Reference DRN-5619094
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5619094 The complaint Miss C complained that Barclays Bank UK PLC (‘Barclays’) should pay her more compensation than it has so far offered, after it upheld her complaint about being provided with varying information when she was unable to switch her account. What happened Miss C fi... (2 pages)View decision -
Decision Reference DRN-5359062
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5359062 The complaint Mr M complains that Barclays Bank UK PLC failed to protect him from being scammed. Mr M also complains that Barclays won’t reimburse him for his losses. What happened Mr M’s explained that he was lured into investing using cryptocurrency by either his sister o... (2 pages)View decision -
Decision Reference DRN-5470667
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5470667 The complaint Mr G complained because HSBC UK Bank Plc refused to refund him for transactions which he said he didn’t authorise. What happened On 5 January 2025, Mr G rang HSBC and disputed four transactions which had debited his account. The total was £1,454.97 and they ha... (4 pages)View decision -
Decision Reference DRN-5335493
17 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5335493 The complaint Mr B complains that Bank of Scotland plc trading as Halifax hasn’t agreed to refund the money he lost from his account as the result of an investment scam. He thinks that Halifax should have done more to prevent his loss. He wants his losses refunded along with... (3 pages)View decision -
Decision Reference DRN-5536119
17 Jun 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5536119 The complaint Miss D complains Haven Insurance Company Limited hasn’t provided a refund she thinks she’s owed after it unfairly cancelled her policy. What happened Miss D made a claim on her Haven insurance policy. It felt she’d been using the car for commuting, when she was... (2 pages)View decision -
Decision Reference DRN-5612872
17 Jun 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5612872 The complaint Mr K complains Halifax Share Dealing Limited trading as Lloyds Bank Direct Investments (HSDL) haven’t been sending him details of annual general meetings (AGM) for shares in his Individual Savings Account (ISA). And that when he submitted questions to be raised... (3 pages)View decision -
Decision Reference DRN-5386009
17 Jun 2025 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5386009 The complaint Mrs S is unhappy with the coffin that Dignity Funerals Limited offered her after her funeral plan was transferred to Dignity from another provider. Mrs S has been represented by a relative. For ease, references to Mrs S include her relative. What happened In ... (3 pages)View decision -
Decision Reference DRN-5320148
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5320148 The complaint and background Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse the money he lost when he fell victim to a scam. He made payments between November 2023 and April 2024 to his own account with another provider, befo... (2 pages)View decision -
Decision Reference DRN-5311216
17 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5311216 The complaint and background Mr F complains that Revolut Ltd (“Revolut”) won’t reimburse the money he lost when he fell victim to a scam. He started making the payments in November 2023. Our investigator didn’t uphold the complaint. He noted that Revolut had intervened with ... (2 pages)View decision -
Decision Reference DRN-5243406
17 Jun 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5243406 The complaint Mr K complains Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (‘HLAM’) provided wrong information about the dates of a dividend payment and so caused him a financial loss. What happened On 27 June and 3 July 2024 Mr K used his HLAM ... (3 pages)View decision
