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-5754934
28 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5754934 The complaint Miss A has complained HSBC UK Bank plc did nothing to intervene and stop payments she made which turned out to be part of a scam. What happened In 2025 Miss A got a message from a recruiter by text. She’d recently been looking for employment to supplement her c... (3 pages)View decision -
Decision Reference DRN-5445872
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5445872 The complaint Mr S complains that Lloyds Bank PLC 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 I’ll only re... (4 pages)View decision -
Decision Reference DRN-5344423
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5344423 The complaint Mr M complains that Nationwide Building Society won’t reimburse funds he says he lost when he fell victim to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr M here. What happened The background of t... (2 pages)View decision -
Decision Reference DRN-5288214
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5288214 The complaint Mr M complains Revolut Ltd won’t reimburse over £46,000 that he says he lost when he fell victim to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr M here. What happened The background of the compla... (2 pages)View decision -
Decision Reference DRN-5433609
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5433609 The complaint Mr H has complained Revolut Ltd did nothing to stop him being a victim of a scam. What happened Mr H has held an account with Revolut since April 2021. Mr H fell victim to a scam in November 2023 after believing he was talking to someone who represented his oth... (3 pages)View decision -
Decision Reference DRN-5764952
28 Aug 2025 Michael Pettifer Insurance Brokers Ltd UpheldInsuranceDRN-5764952 The complaint Mr P complains about how Michael Pettifer Insurance Brokers Ltd (MPI), a broker, dealt with his claim against his travel insurance policy. What happened In summary, in December 2023, Mr P took out a 90 day travel insurance policy which had a start date in Janu... (2 pages)View decision -
Decision Reference DRN-5775625
28 Aug 2025 Ascot Lloyd Limited UpheldInvestmentsDRN-5775625 The complaint Mrs D has complained about the service she has received from Ascot Lloyd Limited trading as Ascot Lloyd in relation to her Individual Savings Account (“ISA”) and Pension holdings. She has said her investments have not been managed correctly or in line with the ... (8 pages)View decision -
Decision Reference DRN-5782114
28 Aug 2025 Phoenix Life CA Limited Not upheldPensions and AnnuitiesDRN-5782114 The complaint Mrs P is the appointed administrator of her late husband’s, Mr D’s, estate. She complains on behalf of the estate about Phoenix Life CA Limited’s handling of the claims against Mr D’s, policies. Although this particular complaint is made by the estate, for ease... (4 pages)View decision -
Decision Reference DRN-5781838
28 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5781838 The complaint Miss W complains Barclays Bank UK PLC provided copies of joint account statements she held with her late mother to her sister, without her consent. She also complains Barclays changed the address on these accounts to her sister’s address and her sister received... (5 pages)View decision -
Decision Reference DRN-5782161
28 Aug 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5782161 The complaint Mr and Mrs L have complained that AmTrust Specialty Limited (“AmTrust”) unfairly declined a claim they made under their building warranty. What happened The circumstances of this complaint are well known to both parties so I won’t repeat them in full, but I’ll ... (6 pages)View decision
