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-5598002
5 Aug 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5598002 The complaint Ms E complains the National Savings and Investments (NS&I) provided her with incorrect information leading her to believe that a £1,000 withdrawal from her Premium Bonds had gone missing. What happened ln October and November 2024 Ms E initiated three with... (2 pages)View decision -
Decision Reference DRN-5536796
5 Aug 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5536796 The complaint Mr H complains about the auto renewal of his roadside assistance policy with Automobile Association Insurance Services Limited (AA). References to AA in this decision include their agents. What happened Mr H had a roadside assistance policy with the AA, which... (3 pages)View decision -
Decision Reference DRN-5735469
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5735469 The complaint Miss L complains that Revolut Ltd won’t refund her the money she lost in an investment scam. Miss L is being represented by a professional representative. What happened The circumstances surrounding this complaint are well known to the parties, so I have summ... (6 pages)View decision -
Decision Reference DRN-5609661
5 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609661 The complaint Mr T complains that HSBC UK Bank Plc did not reimburse the funds he says he lost to a scam. What happened Mr T says he was introduced to an investment opportunity by his brother-in-law. This was with a company I will refer to as ‘X’ who taught individuals how t... (4 pages)View decision -
Decision Reference DRN-5610172
5 Aug 2025 The New India Assurance Company Limited UpheldInsuranceDRN-5610172 The complaint Ms W complains about delays in The New India Assurance Company Limited (“New India”) dealing with a claim she made on her home insurance policy. What happened In October 2023 a fire destroyed Ms W’s workshop, greenhouse and garage. So, she contacted New India ... (3 pages)View decision -
Decision Reference DRN-5282098
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5282098 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse her for payments she made to a scam. Miss F’s complaint is brought by a professional representative but for ease I will refer only to Miss F in this decision. What happened The detailed background t... (4 pages)View decision -
Decision Reference DRN-5609709
5 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609709 The complaint Mr and Mrs T complain that HSBC UK Bank Plc did not reimburse the funds they lost to a scam. What happened Mr and Mrs T say they were introduced to an investment opportunity by a family member. This was with a company I will refer to as ‘X’ who taught individua... (3 pages)View decision -
Decision Reference DRN-5735627
5 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5735627 The complaint Mrs H complains that Lloyds Bank Plc didn’t do enough to protect her against losing money to what she says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key e... (3 pages)View decision -
Decision Reference DRN-5735577
5 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5735577 The complaint Miss M has complained about the way her home insurer, U K Insurance Limited (‘UKI’), settled a claim she made on her policy after part of her home was burgled. Miss M’s claim was brought to us by Mr M who is her husband and solicitor, but for ease I will refer... (6 pages)View decision -
Decision Reference DRN-5735277
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5735277 The complaint Mr N complains that Barclays Bank UK PLC (“Barclays”) unfairly lodged a fraud marker against him. What happened Mr N’s Barclays account received a payment for £3,582.06. Mr N transferred £576.06 of the funds to another of his own accounts and then withdrew the ... (3 pages)View decision