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 374385 results
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Decision Reference DRN-5207086
28 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5207086 The Complaint Ms M complains HSBC UK Bank Plc won’t refund money she lost to a scam. A representative who I will call “C” complains on behalf of Ms M. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in su... (3 pages)View decision -
Decision Reference DRN-5377608
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5377608 The complaint S, a limited company, has complained Barclays Bank UK PLC should have done more when they sent £13,750 to one of Barclays’ accountholders after being the victim of a scam. They want the money refunded. What happened S is represented in their complaint by Mr K, ... (2 pages)View decision -
Decision Reference DRN-5620217
28 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5620217 The complaint Mr M complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr M applied for a Vanquis credit card in July 2012. In his application Mr M said he was employed with ... (3 pages)View decision -
Decision Reference DRN-5759503
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5759503 The complaint Miss A has complained that Barclays Bank UK PLC (“Barclays”) failed to make it clear that she would need to re-register devices to be covered under a mobile phone insurance policy, provided through a Tech Pack. Miss A says she was not given the details of the n... (3 pages)View decision -
Decision Reference DRN-5554779
28 Aug 2025 London General Insurance Company Limited UpheldInsuranceDRN-5554779 The complaint Mrs G complains that London General Insurance Company Limited (LGI) have unfairly declined a claim on her alloy and tyre policy. What happened Mrs G took out an alloy and tyre policy with LGI in September 2024. In mid-January 2025, Mrs G suffered a puncture. Sh... (3 pages)View decision -
Decision Reference DRN-5335471
28 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5335471 The complaint Mr H complains that Hargreaves Lansdown Asset Management Limited (HLAM) caused avoidable delays to his transfer from a provider I’ll refer to as provider T to his HLAM Self- Invested Personal Pension (SIPP). He also complains that HLAM failed to keep records pr... (5 pages)View decision -
Decision Reference DRN-5738874
28 Aug 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5738874 The complaint Mr F complains that Creation Financial Services Limited (Creation) has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened Between 17 and 25 November 2024, Mr F and his family stayed at a hot... (4 pages)View decision -
Decision Reference DRN-5445908
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5445908 The complaint Mr S complains that Nationwide Building Society won’t refund money he lost when he was a victim of a crypto investment scam. Mr S is represented by a firm I’ll refer to as ‘M’. What happened The background to this complaint is well known to both parties and so ... (5 pages)View decision -
Decision Reference DRN-5302061
28 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5302061 The complaint Mr S has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In summer 2024, Mr S was looking for work and was contacted by scammers posing as a genuine recruitment agency. They recruited Mr S for a remote... (4 pages)View decision -
Decision Reference DRN-5750440
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5750440 The complaint Mr R has complained about Nationwide Building Society 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. In summary, Mr R fell vic... (4 pages)View decision
