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 370903 results
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Decision Reference DRN-5505382
10 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5505382 The complaint Mr and Mrs L complain that HSBC UK Bank Plc (trading as First Direct) won’t refund money they say they lost as a result of either a scam/fraud, or due to a mistake on HSBC’s part. What happened Mrs L says that on 27 September 2024 she intended to make a paymen... (2 pages)View decision -
Decision Reference DRN-5648177
10 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5648177 The complaint Ms C complains about the service provided by Bank of Scotland plc trading as Halifax when it blocked a payment she wanted to make and froze her account until she went to a branch to complete further security checks. What happened On 20 February 2025 Ms C attem... (3 pages)View decision -
Decision Reference DRN-5369537
10 Jul 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5369537 The complaint Mr R complains that The Prudential Assurance Company Limited (“Prudential”) failed to provide him with sufficient information about the charges payable on his pension savings, either when the plan was first opened, or during the following years. What happened M... (3 pages)View decision -
Decision Reference DRN-5231953
10 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5231953 The complaint G, a limited company, complains that National Westminster Bank Public Limited Company didn’t do enough to prevent them falling victim to a scam. They’d like the funds returned. G has appointed professional representatives to manage this complaint, but for ease... (3 pages)View decision -
Decision Reference DRN-5366764
10 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5366764 The complaint Ms R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money she says she’s lost to a scam. What happened Between February 2020 and November 2021, Ms R invested a total of £50,000 in bonds via a company I’ll refer... (3 pages)View decision -
Decision Reference DRN-5182425
10 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5182425 The complaint Mr Z complains about the quality of a car supplied to him on finance by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’). What happened The parties are familiar with the background details of this complaint – so I will brie... (4 pages)View decision -
Decision Reference DRN-5180424
10 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5180424 The complaint Mrs J complains that Wise Payments Limited won’t refund money she lost when she was a victim of a scam. Mrs J is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to s... (4 pages)View decision -
Decision Reference DRN-5136074
10 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5136074 The complaint Mrs L complains that Bank of Scotland plc (trading as Halifax) didn’t protect her from an investment scam. Mrs L is being supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs L in this decision. What happened Mrs L explain... (5 pages)View decision -
Decision Reference DRN-5657717
10 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5657717 The complaint Mrs H is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, reversed a balance transfer when she’d instructed them not to. What happened Mrs H had a Tesco credit account which, in November 2024, had an outstanding balance of £2,786, all of which was the ... (3 pages)View decision -
Decision Reference DRN-5465648
10 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5465648 The complaint Ms G complains that Liverpool Victoria Insurance Company Limited (LV) have refused to accept the failure of her boundary wall and fence was due to the poor workmanship of its contractors, following a previous claim. Reference to Ms G and LV includes their resp... (3 pages)View decision
