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 386169 results
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Decision Reference DRN-5454179
3 Apr 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5454179 The complaint Mr M is unhappy that HSBC UK Bank Plc didn’t do more to help him with his personal loan when he explained that he was in financial difficulty. What happened Mr M obtained a personal loan from HSBC in May 2023 and received the loan funds that same month. Mr M f... (4 pages)View decision -
Decision Reference DRN-4754306
3 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4754306 The complaint Ms H is unhappy that HSBC UK Bank Plc trading as First Direct won’t refund the money she lost as part of a romance scam. Ms H has appointed a representative to bring her complaint, but for ease, I will refer to Ms H throughout. What happened The details of this... (7 pages)View decision -
Decision Reference DRN-5048816
3 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5048816 The complaint Mr S complains that a car he acquired through a Hire Purchase Agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (Alphera), wasn’t fit for purpose. He would like the issues resolved. What happened Mr S told us he took out... (4 pages)View decision -
Decision Reference DRN-5454064
3 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5454064 The complaint X is unhappy that Monzo Bank Ltd (“Monzo”) will not refund him the £9,532 he lost after he fell victim to a task-based job scam. X is represented by a third party. What happened X was contacted about a remote job opportunity on a social media messaging platfo... (4 pages)View decision -
Decision Reference DRN-5339731
3 Apr 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5339731 The complaint Mr K and Mrs S complain Lloyds Bank General Insurance Limited (Lloyds) has unfairly accused them of submitting a fraudulent claim under their home insurance policy and terminating their policy. As Mr K has been leading on this complaint, I’ve referred to him th... (6 pages)View decision -
Decision Reference DRN-5282097
3 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5282097 The complaint Mrs M complains that Nationwide Building Society (Nationwide) are responsible for her cash being stolen after she left its branch having withdrawn £4,000 cash. What happened The background to this complaint is known to both parties and so I won’t repeat it at ... (3 pages)View decision -
Decision Reference DRN-5094180
3 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5094180 The complaint Mr I complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr I is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (14 pages)View decision -
Decision Reference DRN-5408408
3 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5408408 The complaint Mr J, a sole trader trading as S, complains that HSBC UK Bank Plc returned a direct debit unpaid – leading to one of S’s main suppliers cutting S off. He also complains that HSBC unnecessarily put stress and pressure onto him and his family when it reduced his ... (2 pages)View decision -
Decision Reference DRN-5452258
3 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5452258 The complaint Mr I complains that NewDay Ltd irresponsibly lent him money on two credit cards. What happened Mr I took out two credit cards with NewDay – one under its Aqua brand, and one under its Marbles brand. The Aqua card was granted in January 2020 with an initial cred... (6 pages)View decision -
Decision Reference DRN-5449857
3 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5449857 The complaint Mrs G complains that Lloyds Bank PLC (Lloyds) charged her a cash fee when she paid court fees using a credit card they supplied. What happened In December 2024 Mrs G paid court fees of £626 using her Lloyds credit card. She was surprised to find that the fee ha... (2 pages)View decision
