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 381194 results
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Decision Reference DRN-5256780
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5256780 The complaint Mr B complains HSBC UK Bank Plc trading as First Direct are unfairly restricting his ability to make online payments on his current account. He wants the restriction lifted and compensation for the inconvenience he is experiencing. What happened Mr B holds a cu... (3 pages)View decision -
Decision Reference DRN-5614946
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5614946 The complaint Mr F complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr F told us he read an article supposedly by a well-known financial expert regarding cryptocurrency investments and clicked a link within the a... (3 pages)View decision -
Decision Reference DRN-5614642
10 Jun 2025 The New India Assurance Company Limited Not upheldInsuranceDRN-5614642 The complaint A limited company, H, complains The New India Assurance Company Limited (“New India”) has unfairly declined a claim it made under a commercial property insurance policy. Mr B, a director of H brings the complaint on its behalf. What happened In July 2023 water ... (6 pages)View decision -
Decision Reference DRN-5241068
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5241068 The complaint Mr J complains that HSBC UK Bank Plc trading as first direct has declined to refund disputed transactions made from his account. What happened In September 2024, Mr J opened a current account with first direct and paid £2,000 into it, wanting to take advantage ... (3 pages)View decision -
Decision Reference DRN-5615083
10 Jun 2025 Cumberland Building Society Not upheldBanking and PaymentsDRN-5615083 The complaint Mr S complains about Cumberland Building Society (“CBS”) not refunding several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and bas... (4 pages)View decision -
Decision Reference DRN-5248245
10 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5248245 Complaint Mr Y is unhappy that Santander UK Plc hasn’t refunded him after he fell victim to a scam. Background The facts of this case are well known to both parties and were set out at length in the Investigator's view. I don't intend to repeat them here in that l... (3 pages)View decision -
Decision Reference DRN-5614930
10 Jun 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5614930 The complaint Mr K is unhappy with the car he acquired under the hire purchase agreement with Zopa Bank Limited (Zopa). When I refer to what Mr K and Zopa have said or did, it should also be taken to include things said or done on their behalf. What happened On 4 February ... (6 pages)View decision -
Decision Reference DRN-5615081
10 Jun 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5615081 The complaint Mr B complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out adequate due diligence on the Prosperity Ivy League Globeworks Limited (‘PILGL’) investment before accepting his application to invest his self-invested personal pension (‘SI... (18 pages)View decision -
Decision Reference DRN-5248204
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5248204 Complaint Mr Y is unhappy that HSBC UK Bank Plc hasn’t refunded him after he fell victim to a scam. Background The facts of this case are well known to both parties and were set out at length in the Investigator's view. I don't intend to repeat them here in that l... (4 pages)View decision -
Decision Reference DRN-5291736
10 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5291736 The complaint Mr D complains American Express Services Europe Limited has acted unfairly by not refunding a payment he made using his credit card. What happened In January 2024 Mr D purchased an item of jewellery online, from a company I’ll refer to as C. He paid £4,900 usin... (5 pages)View decision
