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 381082 results
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Decision Reference DRN-5486298
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5486298 The complaint Mr N and Mrs S complain that HSBC UK Bank Plc (HSBC) is refusing to refund them the amount they lost as the result of a scam. Mr N and Mrs S are being represented by a third party. To keep things simple, I will refer to Mr N and Mrs S throughout my decision. Wh... (3 pages)View decision -
Decision Reference DRN-5756961
31 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5756961 The complaint Mr T has complained about the way First Central Underwriting Limited settled a third party claim while Mr T held a car insurance policy with it. What happened Mr T was involved in an incident which caused damage to a third party vehicle (TPV). First Central did... (2 pages)View decision -
Decision Reference DRN-5918604
31 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5918604 The complaint Mr I has complained about the process Admiral Insurance (Gibraltar) Limited followed and its valuation of his car when handling a claim on his motor insurance policy. What happened Mr I’s car was damaged in an accident. Admiral deemed the car a total loss. Mr I... (3 pages)View decision -
Decision Reference DRN-5469894
31 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5469894 The complaint Mr B and Ms Z complain that Santander UK Plc won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In mid-2024, Mr B and Ms Z were looking to get a garden room built at their property. They contacted a garden r... (4 pages)View decision -
Decision Reference DRN-5702494
31 Oct 2025 AXA XL Insurance Company UK Limited Not upheldInsuranceDRN-5702494 The complaint Mr A and Mrs M complain about how AXA XL Insurance Company Limited settled a claim they made following the loss of jewellery. What happened Mr A and Mrs M held a jewellery insurance policy, which is underwritten by AXA. This policy insures two wedding bands an... (3 pages)View decision -
Decision Reference DRN-5482577
31 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5482577 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2020, Mr B was told about an opportunity to invest with a local trading company by hi... (5 pages)View decision -
Decision Reference DRN-5840521
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5840521 The complaint Mr B complains that HSBC UK Bank Plc, trading as first direct, won’t refund the money he lost when he was the victim of a scam. What happened In July 2023, Mr B made a payment of £449 using his first direct credit card to purchase a training course he thought ... (3 pages)View decision -
Decision Reference DRN-5763847
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5763847 The complaint Mr and Mrs B complain that HSBC UK Bank Plc, trading as first direct, won’t refund the money they lost when they were the victims of a scam. What happened In July 2023, Mr B made a payment using a credit card to purchase a training course he thought would teac... (3 pages)View decision -
Decision Reference DRN-5918551
30 Oct 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5918551 THE COMPLAINT Mr H, director of a limited company I will refer to as A, complains that ClearBank Limited trading as Tide Platform Ltd (“Tide”) will not reimburse him money he says he lost when he fell victim to a theft which resulted in fraud. Mr H holds/held a Tide busines... (5 pages)View decision -
Decision Reference DRN-5801691
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5801691 THE COMPLAINT Mrs E complains that Santander UK Plc (“Santander”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs E is represented by Refundee in this matter. However, where appropriate, I will refer to Mrs E solely in this decision for e... (4 pages)View decision
