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 392389 results
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Decision Reference DRN-5813855
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5813855 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened In summary, Mr D was lo... (3 pages)View decision -
Decision Reference DRN-5584289
15 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5584289 The complaint Miss W complains NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by failing to undertake a reasonable assessment of her creditworthiness, prior to approving her for credit. Miss W is represented in this complaint by a claims management company but, f... (4 pages)View decision -
Decision Reference DRN-5765968
15 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5765968 The complaint E, a partnership, complains that HSBC UK Bank Plc has recently said it has underpaid its mortgage for a couple of years. HSBC would repay overcharged interest, but E says its partners now face having to extend the mortgage or find money to cover missed payments... (3 pages)View decision -
Decision Reference DRN-5674731
15 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5674731 The complaint Mr D and Mrs P complain that Barclays Bank UK PLC (‘Barclays’) won’t refund the money they lost as the result of a scam. What happened Mr D and Mrs P were introduced to an investment by family and friends who had already invested. I’ll refer to the company off... (4 pages)View decision -
Decision Reference DRN-5341763
15 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5341763 The complaint Miss M is complaining that Barclays Bank UK PLC hasn’t reimbursed payments she made to a scam. The complaint is brought on her behalf by a professional representative, but I’ll mainly refer to Miss M here. What happened Both parties are familiar with the circum... (2 pages)View decision -
Decision Reference DRN-5740591
15 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5740591 The complaint Ms F complains that HSBC UK Bank Plc lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms F applied for an HSBC credit card in November 2012. In her application, Ms F said she was employed with ... (3 pages)View decision -
Decision Reference DRN-5561361
15 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5561361 The complaint Mrs W complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs W receive... (3 pages)View decision -
Decision Reference DRN-5781288
15 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5781288 The complaint Mr M complains that Shop Direct Finance Company Limited trading as Very (‘Shop Direct’) unfairly decreased his credit limit without seeking his consent to do so. He also complains about Shop Direct’s customer service. What happened The background to this compla... (2 pages)View decision -
Decision Reference DRN-5321597
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5321597 The complaint Mr T complains that Revolut Ltd has declined to reimburse payments he says he didn’t make or allow anyone else to make. What happened Mr T is disputing over £900 worth of Apple Pay transactions from his account. He says he doesn’t have Apple Pay and didn’t set ... (3 pages)View decision -
Decision Reference DRN-5817335
15 Sep 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5817335 The complaint Mr O and Mrs O have complained that Hastings Insurance Services Limited (Hastings) mis- sold them a home insurance policy. As Mr O mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to him. What happened Mr O took out a h... (5 pages)View decision