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-5383223
24 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5383223 The complaint Mr and Mrs A complain that HSBC UK Bank Plc (“HSBC”) won’t refund money they lost to an investment scam. Mr and Mrs A are being represented by a claims management company. What happened Between August 2021 and March 2022, Mr and Mrs A made eight card payments... (3 pages)View decision -
Decision Reference DRN-5695279
24 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5695279 The complaint Mr M complains about Revolut Ltd (“Revolut”) for using his investment funds to pay for transactions. He wants Revolut to reinstate the investment which it spent. What happened Mr M has a Revolut current account, alongside an account in which he holds various cr... (2 pages)View decision -
Decision Reference DRN-5795996
24 Sep 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5795996 The complaint Mr W complains about Liverpool Victoria Insurance Company Limited’s decision to settle a third party’s motor insurance claim. What happened In December 2024, Mr W was involved in a collision with a third party’s (TP) vehicle. He Mr W contacted his motor insure... (2 pages)View decision -
Decision Reference DRN-5574264
24 Sep 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5574264 The complaint Mr M has complained Cynergy Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name and wouldn’t pay him compensation after its removal. What happened In August 2024 Mr M applied for a personal account online with Cynergy. The ... (2 pages)View decision -
Decision Reference DRN-5680426
24 Sep 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5680426 The complaint I, a limited company, has complained New Wave Capital Limited did nothing to protect them from being the victim of a scam. What happened Mr H is a director of I and is representing them in their complaint. I will refer to both interchangeably throughout my deci... (3 pages)View decision -
Decision Reference DRN-5713052
24 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5713052 The complaint Mr I has complained that TSB Bank plc (“TSB”) failed to provide all of the documents requested by him under a Data Subject Access Request (DSAR) in a timely manner. What happened Mr I submitted a DSAR to TSB late in December 2023. However, when TSB responded t... (2 pages)View decision -
Decision Reference DRN-5666930
24 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5666930 The complaint Mr W complains that Bank of Scotland plc trading as Halifax has reported missed payments to his credit file in relation to an overdraft facility he had with it. What happened In March 2024, Mr W completed an account switch – he moved his banking arrangements a... (3 pages)View decision -
Decision Reference DRN-5786147
24 Sep 2025 RAC FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5786147 The complaint Mr K complains that RAC Financial Services Limited (“RAC”) mishandled his breakdown cover. What happened Mr K had a vehicle with a “64” registration number. Early in the morning of 22 February 2025, Mr K went online and, through RAC, he bought breakdown cover ... (3 pages)View decision -
Decision Reference DRN-5824940
24 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5824940 The complaint Miss B and Mr W complain about the way Accredited Insurance (Europe) Ltd (Accredited) handled the claim they made under their home insurance policy and the settlement it offered. This complaint has been bought by both Miss B and Mr W, but as Mr W is the policyh... (4 pages)View decision -
Decision Reference DRN-5545965
24 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5545965 The complaint Mr M complains Monzo Bank Ltd unfairly closed his account without a proper explanation. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M held a M... (3 pages)View decision
