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-4653148
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4653148 The complaint Miss S is unhappy that Revolut Ltd won’t refund money she lost as a result of a scam. What happened Miss S was the victim of a job scam, where she sent the following payments to fraudsters from her Revolut account: Payment number Date Description Amount 1 29 Ap... (5 pages)View decision -
Decision Reference DRN-5050495
20 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5050495 The complaint Mr and Mrs H complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost when they fell victim to a scam. What happened Mr H says that in November 2022 he was looking at a sports news website when he found an article about a company I’ll refer to ... (7 pages)View decision -
Decision Reference DRN-5112339
20 Mar 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5112339 The complaint Mrs S and Mr S complain about Hargreaves Lansdown Asset Management Limited (HL). They said they were not given relevant information by HL before a corporate action event took place about a company that they both held shares in. they said this meant they were un... (7 pages)View decision -
Decision Reference DRN-5346523
20 Mar 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5346523 The complaint Mr K complains that Red Sands Insurance Company (Europe) Limited (“Red Sands”) said he’d misrepresented his details when applying for his contents insurance, so it avoided his policy (cancelled back to the start) and wouldn’t pay his claim. Mr K found it diffic... (4 pages)View decision -
Decision Reference DRN-5119138
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5119138 The complaint Mrs and Mr C complain that National Westminster Bank Plc (“NatWest”) won’t refund £84,000 they lost to a scam. What happened Y In 2014 and 2017 Mrs and Mr C invested in a company - Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. They initially heard a... (7 pages)View decision -
Decision Reference DRN-5214391
20 Mar 2025 Charles Street Securities Europe LLP UpheldInvestmentsDRN-5214391 The complaint Mr A has complained about the suitability of the investment advice he was given by CSS Partners LLP (’CSS’), an appointed representative of Charles Street Securities Europe. Mr A is represented in bringing his complaint but for ease of reading I’ll refer to ‘M... (8 pages)View decision -
Decision Reference DRN-4723716
20 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4723716 The complaint Mrs M complains that HSBC UK Bank Plc (“HSBC”) has failed to refund £20,000 she says she lost to an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on... (3 pages)View decision -
Decision Reference DRN-5401396
20 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5401396 The complaint Mr A complains that Nationwide Building Society failed to refund immediately monies taken in error by direct debit which he believes to be in breach of the terms of the direct debit guarantee. What happened Mr A paid a tax bill to HMRC in June 2024 for a substa... (2 pages)View decision -
Decision Reference DRN-5407605
20 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5407605 The complaint Mrs M complains that Santander UK Plc won’t refund payments she made towards an investment scam. What happened On social media, Mrs M came across a fraudster posing as an investment broker that I’ll refer to as ‘N’. After speaking with N via WhatsApp and on the... (7 pages)View decision -
Decision Reference DRN-4821727
20 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4821727 The complaint Mr K complains Lloyds Bank PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both partie... (3 pages)View decision
