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 380824 results
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Decision Reference DRN-5710886
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5710886 The complaint B, a limited company, complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost as the result of a scam Mr H, a director of B, brings the complaint on B’s behalf. What happened In 2020, Mr H found an investment with a company I’ll refer to as ... (2 pages)View decision -
Decision Reference DRN-5717559
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5717559 The complaint Mr O complains that Monzo Bank Ltd didn’t do enough to prevent him losing money to a scam. Mr O has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr O himself where I also mean the representative. What happe... (3 pages)View decision -
Decision Reference DRN-5900836
23 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5900836 The complaint Mr H complains that J.P. Morgan Europe Limited trading as Chase (as the recipient bank) didn’t do enough to prevent the loss he suffered when he was the victim of a ‘safe account’ scam. What happened The detailed background to this complaint is well known to b... (5 pages)View decision -
Decision Reference DRN-5763136
22 Oct 2025 Investacc Pension Administration Limited Not upheldPensions and AnnuitiesDRN-5763136 The complaint Mr F complains that InvestAcc Pension Administration Limited delayed transferring his pension to a new provider. Mr F says that because of InvestAcc’s failure to act in a timely manner, it has resulted in a financial loss which he’d now like to be recompensed f... (3 pages)View decision -
Decision Reference DRN-5900680
22 Oct 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5900680 The complaint Mr J’s complaint is, in essence, that Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (17 pages)View decision -
Decision Reference DRN-5857987
22 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5857987 The complaint Mr P has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he says he lost in a scam. What happened In 2025, Mr P complained to Halifax via representatives. He said that his payments to his cryptocurrency accounts made over severa... (2 pages)View decision -
Decision Reference DRN-5899441
22 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5899441 The complaint Mrs B complains National Westminster Bank Public Limited Company lent to her irresponsibly. What happened Mrs B complains about NatWest’s lending decisions below: Loan Date Capital Interest rate Term Monthly Repayment Purpose of loan 1 November 2020 £5,00015.... (3 pages)View decision -
Decision Reference DRN-5733642
22 Oct 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5733642 The complaint Miss D complains that Marsh Finance Limited’s creditworthiness and affordability risk assessments for a hire purchase agreement, under which a car was supplied to her, were unsatisfactory and that there was an unfair relationship. She’s being represented by a l... (3 pages)View decision -
Decision Reference DRN-5722648
22 Oct 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5722648 The complaint Mr O complains that a car that was supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, wasn’t of satisfactory quality. What happened A new car was supplied to Mr O under a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5534590
22 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5534590 The complaint Mr C has complained that Bank of Scotland plc trading as Halifax won’t refund money he says he lost to a scam. What happened Mr C says he received a text message informing him that he was due a reward in relation to cryptocurrency and a link to the platform wa... (3 pages)View decision
