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 393318 results
-
Decision Reference DRN-5818362
19 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5818362 The complaint Mr M is unhappy that American Express Services Europe Limited, trading as American Express (“AmEx”) withdrew a disputed credit from his account. What happened On 21 October 2024, Mr M paid £770.64 to a well-known Payment Services Provider, which I’ll refer to a... (2 pages)View decision -
Decision Reference DRN-6077140
19 Jan 2026 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-6077140 The complaint Mr W complains about the time it took Hargreaves Lansdown Asset Management Limited (HLAM) to apply a cashback bonus to one of his accounts following a Stocks and Shares Individual Savings Account (ISA) transfer. Mr W also complains about information he was giv... (3 pages)View decision -
Decision Reference DRN-6053579
19 Jan 2026 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6053579 The complaint Mr M complains Lantern Debt Recovery Services Limited trading as Lantern are asking him to repay a debt he doesn’t think they should be and thinks overall they’ve treated him unfairly. What happened Mr M took out a loan with a company I’ll refer to as A. A went... (5 pages)View decision -
Decision Reference DRN-5993756
19 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5993756 The complaint Mr N complained because Starling Bank Limited refused to refund him for a cash machine withdrawal where he said the machine didn’t give him the money. He also complained about Starling’s customer service. What happened On 4 July 2025, Mr N contacted Starling. ... (5 pages)View decision -
Decision Reference DRN-5977233
19 Jan 2026 AmTrust Specialty Limited UpheldInsuranceDRN-5977233 The complaint Mr L complains that AmTrust Specialty Limited failed to give correct information about the cover available under his legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes respo... (4 pages)View decision -
Decision Reference DRN-5861269
19 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5861269 The complaint and background Miss F is unhappy that HSBC UK Bank Plc won’t refund her money lost after she fell victim to an impersonation scam. Miss F has fallen victim to multiple scams which have been the subject of separate complaints brought to this service. The compla... (2 pages)View decision -
Decision Reference DRN-6004734
19 Jan 2026 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-6004734 The complaint Mrs B complains that The Prudential Assurance Company Limited failed to provide her with appropriate advice, or sufficient information, when it discussed her future pension savings with her in 1995. What happened Mrs B is a teacher. In 1995 she met with Prudent... (4 pages)View decision -
Decision Reference DRN-5782143
19 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5782143 The complaint Mrs and Mr S complain that HSBC UK Bank Plc (“HSBC”) have declined to reimburse their losses after falling victim to a scam. What happened Mrs and Mr S came across an investment opportunity in a construction company. The company were raising funds from investor... (7 pages)View decision -
Decision Reference DRN-6088822
19 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6088822 The complaint Mr D complains that Santander UK Plc won’t refund the money he lost to an investment scam. 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 D was l... (5 pages)View decision -
Decision Reference DRN-6028563
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6028563 The complaint Mr W complains Lloyds Bank PLC won’t refund money he lost to what he believes was an investment scam. In bringing this complaint Mr W is supported by a professional representative, which I’ll refer to as “M”. What happened On 24 January 2022, Mr W made a £1,000... (4 pages)View decision