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-5461157
4 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5461157 The complaint Mr C is being represented by solicitors. He’s complaining about HSBC UK Bank Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel investment scam. After initially being contacted online, he was p... (4 pages)View decision -
Decision Reference DRN-5458701
4 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5458701 The complaint Mr C is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel investment scam. After initially being contacted online, he was persua... (4 pages)View decision -
Decision Reference DRN-5717821
4 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5717821 The complaint Miss D complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. But this is what I understand to have happened. Miss D found ... (7 pages)View decision -
Decision Reference DRN-5610217
3 Aug 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5610217 The complaint Mr C says that AmTrust Specialty Limited (‘AmTrust’) has unreasonably applied an exclusion to a claim he made under his income protection policy. What happened Mr C applied for an income, mortgage and commitments protection policy through Trent- Services (Admi... (4 pages)View decision -
Decision Reference DRN-5718334
3 Aug 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5718334 The complaint Ms R has complained that Marshmallow Financial Services Ltd didn’t act on her instruction not to renew her car insurance policy. She’s unhappy with the amount Marshmallow says she owes when it cancelled her policy for non-payment of premium. What happened Ms R ... (3 pages)View decision -
Decision Reference DRN-5463547
2 Aug 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5463547 The complaint Miss C has brought a complaint about AXIS Specialty Europe SE (“AXIS”) in relation to a claim she made following a fire at the premises of her business, which I’ll refer to as “Y”. Miss C says AXIS declined the claim unfairly. What happened In October 2023, Mis... (3 pages)View decision -
Decision Reference DRN-5732121
2 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5732121 The complaint Mr L is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr L fell victim to a cruel investment scam. He was contacted by the scammer after responding to a... (3 pages)View decision -
Decision Reference DRN-5713139
2 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5713139 The complaint Mr L complains that TSB Bank plc did not award him an account switch incentive in full. What happened Mr L opened a TSB account on 23 August 2024. Part of the switch incentive offered £15 if 20 transactions were made in the first six months the account was open... (2 pages)View decision -
Decision Reference DRN-5653120
1 Aug 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5653120 The complaint Mr T complains that ClearBank Limited won’t refund transactions he didn’t make or otherwise authorise. Mr T is a sole trader and has a business banking account with Tide. Tide’s bank accounts are provided by ClearBank, and so ClearBank is the respondent busine... (3 pages)View decision -
Decision Reference DRN-5591726
1 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5591726 The complaint Mr M complains that Starling Bank Limited (Starling) is refusing to refund him the amount he says he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The ... (3 pages)View decision