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 381196 results
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Decision Reference DRN-5807604
30 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5807604 The complaint Mr C complains HSBC UK Bank Plc didn’t do enough to help get a refund for a transaction paid from his debit card. What happened In October 2025, Mr C paid a company I’ll call “D”, £650 to transport his car. Mr C says D failed to collect or transport his car wi... (3 pages)View decision -
Decision Reference DRN-4939989
30 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4939989 The complaint Ms A complains that HSBC UK Bank Plc hasn’t refunded her for money she paid out of her account when she fell victim to a scam in 2022. What happened Ms A holds a bank account with HSBC. In October 2022, she received a call from someone claiming to be from her b... (4 pages)View decision -
Decision Reference DRN-5848968
30 Sep 2025 Wakam UK Limited UpheldInsuranceDRN-5848968 The complaint Mr M has complained about his commercial motor insurer Wakam UK Limited because when he tried to change the vehicle registered on his cover, it said it couldn’t cover it, that his policy would have to be cancelled and he wouldn’t get a refund for the remaining ... (2 pages)View decision -
Decision Reference DRN-5561604
30 Sep 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5561604 The complaint Miss N complains that OAKBROOK FINANCE LIMITED trading as Finio Loans (“Oakbrook Finance”) irresponsibly provided her with a personal loan. What happened In July 2024, Oakbrook Finance provided Miss N with a £1,500 loan, with a total amount payable of £1,941.8... (3 pages)View decision -
Decision Reference DRN-5199431
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5199431 The complaint Mr H is complaining that Revolut Ltd hasn’t agreed to refund a payment he made to a scam. What happened The circumstances of this complaint are known to both parties so I’m only going to summarise them here. Mr H was using an online marketplace as a seller. In... (4 pages)View decision -
Decision Reference DRN-5544287
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5544287 The complaint Mr R and Ms W complain HSBC UK Bank Plc, trading as first direct (‘First Direct’), hasn’t reimbursed them following an Authorised Push Payment (‘APP’) investment scam they fell victim to. They say First Direct should reimburse them for the money they lost. Mr ... (9 pages)View decision -
Decision Reference DRN-5458471
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5458471 The complaint Ms B has complained that Monzo Bank Ltd (Monzo) are holding her liable for a loan that she did not take out and disputes authorising the payments from her account. What happened Ms B said she fell victim to a scam after expressing an interest in an investment ... (4 pages)View decision -
Decision Reference DRN-5837097
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5837097 The complaint Mr and Mrs L complain that Nationwide Building Society (Nationwide) do not provide the references for incoming and outgoing payments from their bank account. They say these aren’t available on mobile banking, online banking or on monthly statements. They compla... (3 pages)View decision -
Decision Reference DRN-5850647
30 Sep 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5850647 The complaint Ms B has complained that The Co-operative Bank Plc won’t refund the money she lost after falling victim to a scam. What happened Ms B was introduced to a cryptocurrency investment scheme by an acquaintance. In spring 2022, she made two payments from her Co-op a... (3 pages)View decision -
Decision Reference DRN-5831730
30 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5831730 The complaint Mr and Mrs P complain that Santander UK Plc (“Santander”) won’t refund payments they made as part of a scam. What happened The background to this complaint is well known by both parties, so I won’t repeat it in detail here. But I understand it to be as follows... (9 pages)View decision
