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 368546 results
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Decision Reference DRN-4766718
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4766718 The complaint Miss T is unhappy that HSBC UK Bank Plc has decided not to refund her after she says she was the victim of a scam. What happened Miss T employed a builder (I’ll refer to them as M), to do some work in her garden. Ultimately Miss T had a dispute with her builde... (5 pages)View decision -
Decision Reference DRN-5024581
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5024581 The complaint Ms T complains that Revolut Ltd has declined to refund a payment she says she didn’t make. What happened As both parties are familiar with the facts of this case, I’ll summarise it briefly. In November 2023, Ms T received a call from a scammer impersonating a w... (3 pages)View decision -
Decision Reference DRN-5373551
21 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5373551 The complaint Mr K complains that Zopa Bank Limited was irresponsible in its lending to him. What happened Mr K was provided with a £2,000 loan by Zopa in January 2020. The loan term was 12 months, and he was required to make monthly repayments of £191.52. Mr K said that at ... (2 pages)View decision -
Decision Reference DRN-4881505
21 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4881505 The complaint Mr W complains that Bank of Scotland plc trading as Halifax failed to protect him at a time he was falling victim to a scam and hasn’t refunded him since he reported what happened. What happened The background to this complaint is well known to all parties and ... (4 pages)View decision -
Decision Reference DRN-5402843
21 Mar 2025 Unum Ltd Not upheldInsuranceDRN-5402843 The complaint Mr and Mrs W complained that Unum Ltd declined a claim on their critical illness policy. Mr and Mrs W also complained about how the claim was handled. What happened Mr and Mrs W are members of Mr W’s employer’s group critical illness policy. In September 2023, ... (5 pages)View decision -
Decision Reference DRN-5267293
21 Mar 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5267293 The complaint Mrs R complained that National Savings and Investments (NS&I) allowed her husband to withdraw from her premium bonds without her knowledge or consent. What happened Mrs R held premium bonds with NS&I. At the start of September 2018 she held... (3 pages)View decision -
Decision Reference DRN-5355012
21 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5355012 The complaint Ms U complains Zemplar Bank Limited (trading as “Cashplus Bank”) failed to help her get a refund for goods she returned to an online retailer that were lost in transit. What happened On 3 April 2024, Ms U paid £145.46 with her Cashplus Bank credit card to buy ... (5 pages)View decision -
Decision Reference DRN-5375094
21 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5375094 The complaint Mr M complains that Lloyds Bank PLC didn’t process his switch application so he didn’t receive the incentive payment. And that it said he could make a new application, but this was declined by it. What happened In July 2024 Mr M applied for a Lloyds account and... (2 pages)View decision -
Decision Reference DRN-5217051
21 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5217051 The complaint Mr W complains that HSBC Bank UK Plc blocked his account. What happened Mr W has a current account with HSBC. Between 31 May 2024 and 25 July 2024 seven payments totalling just over £13,000, were made into Mr W’s account from an individual I will refer to as ... (3 pages)View decision -
Decision Reference DRN-5393525
21 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5393525 The complaint Mr V and Mrs D have complained about Casualty & General Insurance Company (Europe) Ltd’s (‘C&G’s) handling of a claim they made under their Residential New Build Latent Defects Insurance Policy. What happened On 13 February 2025 I issued a provisional d... (23 pages)View decision
