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-5741507
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5741507 The complaint Mr H complains that HSBC UK Bank Plc cancelled his credit card without any notice. What happened In August 2024, Mr H complained to HSBC as he’d received a replacement credit card in the post that was of a different account type to the card he presently held. M... (3 pages)View decision -
Decision Reference DRN-5803674
11 Sep 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-5803674 The complaint Mr and Mrs K complain that The Prudential Assurance Company Limited caused a delay and provided poor service when they requested withdrawals from two of their investment bonds. They needed the money for a house purchase, so they say the delay and poor service c... (3 pages)View decision -
Decision Reference DRN-5760893
11 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5760893 The complaint Mr K complained about the actions taken by TSB Bank plc when it blocked a payment he wanted to make. What happened In June 2025, Mr K tried to transfer an amount from his account to a third-party. TSB flagged the payment for further security checks and meanwhi... (3 pages)View decision -
Decision Reference DRN-5605585
11 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5605585 The complaint Mr J is unhappy Monzo Bank Ltd will not refund the money he lost as the result of an APP (authorised push payment) scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Mr J fell victim to a j... (4 pages)View decision -
Decision Reference DRN-5251241
11 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5251241 The complaint Mr D complains about the way Mitsubishi HC Capital UK PLC trading as Novuna (‘Novuna’), handled his claim for a refund. What happened In January 2024, Mr D took out a fixed term loan agreement with Novuna of just over £4,000 to fund the cost of the supply and i... (2 pages)View decision -
Decision Reference DRN-5703918
11 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5703918 The complaint Mrs A has complained about her experience with Aviva Life & Pensions UK Limited (Aviva) when she requested a payment from her pension. Mrs A is unhappy with the time it took to process the transaction, the level of communication she received whilst this was... (12 pages)View decision -
Decision Reference DRN-5586931
11 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5586931 The complaint Mr H complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5267823
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5267823 Complaint Ms W is unhappy that Barclays Bank UK PLC didn’t refund her after she reported falling victim to a scam. Background In 2018, Ms W was contacted about an investment opportunity. She had recently received an inheritance and was considering how best to use the funds. ... (3 pages)View decision -
Decision Reference DRN-5287435
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5287435 The complaint A complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A had an account with Monzo. In January 2024, it was credited with a payment from a ... (3 pages)View decision -
Decision Reference DRN-5385001
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5385001 The complaint Miss C complains HSBC UK Bank Plc won’t refund the money she lost when she fell victim to a scam. What happened Miss C was contacted by someone posing as a consultant for an investment company and was persuaded to invest. Across July and August 2024, Miss C sen... (2 pages)View decision