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 365360 results
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Decision Reference DRN-5446296
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5446296 The complaint Ms R had a debt with HSBC UK Bank Plc. She feels it unfairly recorded a default with the credit reference agencies (‘CRAs’). What happened Ms R had accrued debt with HSBC, and became unable to make repayments. Ultimately, a default was recorded. Ms R feels this... (1 page)View decision -
Decision Reference DRN-5491169
9 May 2025 esure Insurance Limited Not upheldInsuranceDRN-5491169 The complaint Mr M complains about how esure Insurance Limited (esure) dealt with a claim under his motor insurance policy for damage to his vehicle following an accident. Specifically, Mr M is concerned at the time taken to issue a settlement for the total loss of his vehic... (4 pages)View decision -
Decision Reference DRN-5446196
9 May 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5446196 The complaint Ms R has complained that HSBC UK Bank Plc (B) unfairly defaulted her credit card account. What happened Ms R had a credit card account with HSBC. However, HSBC defaulted it, and reported this information to the credit reference agencies (‘CRAs’). Ms R feels thi... (1 page)View decision -
Decision Reference DRN-5346649
9 May 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5346649 The complaint Mr D complains that Lloyds Bank PLC did not reimburse the £15,000 he lost to a scam. What happened Mr D was introduced to an investment company I will refer to as ‘V’ for the purposes of this decision. His brother had been investing in the company for around 6 ... (4 pages)View decision -
Decision Reference DRN-4869007
9 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4869007 The complaint and background Mr S complains Monzo Bank Ltd (‘Monzo’) won’t reimburse him over £12,000 that he lost when he fell victim to a cryptocurrency investment scam. Although Mr S’s original complaint to Monzo and his appeal refer to a just over £13,000, the total amou... (2 pages)View decision -
Decision Reference DRN-5423279
9 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5423279 The complaint Mrs W complains that Barclays Bank UK PLC (Barclays) won’t refund payments she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as f... (3 pages)View decision -
Decision Reference DRN-5312206
9 May 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5312206 The complaint Mr G complains about the quality of a car Advantage Finance Ltd supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I’ll provide a sum... (4 pages)View decision -
Decision Reference DRN-5493331
9 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5493331 The complaint Mr J complains Barclays Bank UK PLC allowed him to go overdrawn. What happened Barclays had an IT outage over the weekend of 31 January and 2 February 2025. Mr J made some payments during this time and his account went overdrawn. Mr J complained to Barclays ... (3 pages)View decision -
Decision Reference DRN-5535192
9 May 2025 Steven Barton UpheldPensions and AnnuitiesDRN-5535192 The complaint Mr G says his financial adviser Steven Barton failed to invest his pension funds in line with his requirements and that it also delayed taking agreed corrective action. He says the charges he’s incurred on his funds were wrong and that the firm has generally pr... (7 pages)View decision -
Decision Reference DRN-5497058
9 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5497058 The complaint Miss T complains Wise Payments Limited won’t reimburse her £14,000 that she lost when she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to the complaint is well known to both parties, so I won’t repeat it all in detail he... (3 pages)View decision
