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 401363 results
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Decision Reference DRN-5677374
9 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5677374 The complaint Miss H complains that HSBC UK Bank Plc is refusing to refund her the amount she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. What happened The background of thi... (4 pages)View decision -
Decision Reference DRN-5869341
9 Oct 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5869341 The complaint Mrs P is unhappy that Barclays Bank Plc won’t refund payments she made because of a purchase scam. What happened I won’t repeat all the facts of this complaint as they are well known to the parties. I will though provide a short summary as to where we are at w... (3 pages)View decision -
Decision Reference DRN-5791516
9 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5791516 The complaint Mr D complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost to an investment scam. Mr D referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr D throughout my... (6 pages)View decision -
Decision Reference DRN-5726261
9 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5726261 The complaint Mr K is unhappy with how Bank of Scotland plc (‘BOS’) handled a claim under section 75 of the Consumer Credit Act 1974 (‘S75’). What happened Around May 2023 Mr K paid a deposit for dental work to be performed abroad on his BOS credit card. Mr K paid £123.68 o... (5 pages)View decision -
Decision Reference DRN-5796608
9 Oct 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5796608 The complaint Miss K has complained that she was forced to cancel her motor insurance policy after her insurer, Sabre Insurance Company Limited (‘Sabre’), falsely accused her of making a misrepresentation when taking out her policy. What happened Miss K took out a motor ins... (5 pages)View decision -
Decision Reference DRN-5747774
9 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5747774 The complaint Mrs B complains that Clydesdale Bank Plc trading as Virgin Money declined a transaction she attempted on her credit card. What happened Mrs B holds a credit card with Virgin Money. On 13 June 2025 she attempted to make a payment to a merchant for £3,791.69. the... (2 pages)View decision -
Decision Reference DRN-5784929
9 Oct 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5784929 The complaint Mrs K and Mr S complain that their fixed rate bond with Skipton Building Society was reinvested on maturity without their consent or approval. What happened Mrs K and Mr S held a 28-month fixed rate bond which they took out in November 2022. In February 2025, S... (3 pages)View decision -
Decision Reference DRN-5456215
9 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5456215 The complaint Ms C and Mrs P complain that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) won’t refund money they say they lost in a scam. Ms C and Mrs P are being represented by a professional representative, but I have mainly referred to Ms C or Mrs P for ease ... (3 pages)View decision -
Decision Reference DRN-5741013
9 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5741013 The complaint Mr S complains that Monzo Bank Ltd (Monzo) was irresponsible for approving a personal current account overdraft, as it was unaffordable for him. Mr S also complains that the cost of monthly fees means he’s now unable to repay the overdraft. What happened Mr S ... (4 pages)View decision -
Decision Reference DRN-5846767
9 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5846767 The complaint Ms K complains that Legal and General Assurance Society Limited (L&G) has stopped paying benefit for an incapacity claim she made on a group income insurance policy. What happened The background to this complaint is well known to both parties. So I’ve simpl... (6 pages)View decision