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-4924630
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4924630 The complaint Mr K complains HSBC UK Bank Plc (“HSBC”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr K said he was seeking to invest and having researched an investment firm he contacted it and spoke with an agent, who I’ll refer to as the ... (3 pages)View decision -
Decision Reference DRN-5237301
17 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5237301 The complaint This complaint has been brought by a limited company I’ll refer to as “P”. The complaint is about Lloyds Bank PLC (‘Lloyds’) declining to reimburse £150,000 it says was lost to an investment scam. Mr G, who is the director of P, brings the complaint on P’s beh... (4 pages)View decision -
Decision Reference DRN-5544571
17 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5544571 The complaint Ms H and Mr K complain about the delay by Starling Bank Limited (“Starling”) in crediting an inbound payment into their joint account representing the proceeds of the sale of their property resulting in the loss of investment opportunities. What happened On 12 ... (4 pages)View decision -
Decision Reference DRN-5628137
17 Jun 2025 Invesco Fund Managers Limited UpheldInvestmentsDRN-5628137 The complaint Mr L complains that Invesco Fund Managers Limited (“Invesco”) unfairly delayed the transfer of his stocks and shares ISA to another provider, who I’ll refer to as “C”. Mr L also referred a complaint about C’s involvement in his ISA transfer to our service. My ... (5 pages)View decision -
Decision Reference DRN-5330420
17 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5330420 The complaint Mr P complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr P fell victim to an investment scam and made the following payments from his Revolut account: Date Amount Payment type 09/06/2023 £3,000 Card payment to crypto 09/06... (2 pages)View decision -
Decision Reference DRN-5558724
17 Jun 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5558724 The complaint Mr B complains about the actions of Salary Finance Loans Limited (“SFLL”) in relation to a loan account he has with it. What happened Mr B took out loan out through his previous employer in April 2022 for £3,971.60. The contractual loan repayments were £140.27... (2 pages)View decision -
Decision Reference DRN-5447722
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5447722 The complaint Mrs G complains that Santander UK Plc (‘Santander’) closed her account. What happened Mrs G had a current account with Santander. In September 2024, Santander wrote to Mrs G to explain her account was due to be closed. Shortly before it decided to close Mrs G’s... (2 pages)View decision -
Decision Reference DRN-5626348
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5626348 The complaint Mrs H complains that Santander UK Plc lent to her irresponsibly. What happened Mrs H has been a customer of Santander since 2005. She says that in 2011, she applied for an overdraft and has “been living in it since”. She was given a limit of £1,000 which has no... (3 pages)View decision -
Decision Reference DRN-5464111
17 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5464111 The complaint Mr F complaints that Moneybarn No. 1 Limited (‘Moneybarn’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says the loan wasn’t affordable fo... (4 pages)View decision -
Decision Reference DRN-5597781
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5597781 The complaint Miss O complains that HSBC UK Bank Plc unfairly defaulted her overdraft account. What happened Miss O had a current account with HSBC, which had a £250 overdraft facility. Miss O says that the account was always up to date, until she had a change in personal c... (4 pages)View decision
