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 367300 results
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Decision Reference DRN-4974691
18 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4974691 The complaint Mr I is unhappy that Santander UK Plc has decided not refund him after he disputed a payment he made from his account. What happened Mr I engaged the services of a barrister in December 2023. He signed a contract and agreed to pay non-refundable fees of £12,50... (3 pages)View decision -
Decision Reference DRN-4822938
18 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4822938 The complaint Mr D complains that Wise Payments Limited didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Between 11 May 2023 and 2 November 2023, Mr D says he made payments to a scam with a company I’ll refer to as ‘C’. T... (2 pages)View decision -
Decision Reference DRN-5004061
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5004061 The complaint Mr I complains that Revolut Ltd (“Revolut”) won’t refund around £11,000 that he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr I received a chat message from a pe... (3 pages)View decision -
Decision Reference DRN-4960081
18 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4960081 The complaint Mr D complains HSBC UK Bank Plc unfairly blocked and then closed his accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. In November 2022 Mr D’s accounts were blocked. During t... (4 pages)View decision -
Decision Reference DRN-5220715
18 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-5220715 The complaint Mr E complains about the handling of his claim by esure Insurance Limited (“esure”) following an accident he was involved in, under his motor insurance policy. What happened In December 2023 Mr E says he was involved in a collision caused by another driver. He... (5 pages)View decision -
Decision Reference DRN-4974694
18 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4974694 The complaint Mr I is unhappy that Lloyds Bank PLC has decided not refund him after he disputed a payment made to an account held at Lloyds. What happened Mr I engaged the services of a barrister in December 2023. He signed a contract and agreed to pay non-refundable fees o... (2 pages)View decision -
Decision Reference DRN-5132395
18 Dec 2024 esure Insurance Limited UpheldInsuranceDRN-5132395 The complaint Mr R complains about the standard of repairs carried out on his car following a claim he made on his motor insurance policy. What happened The following is intended as a brief summary of events. Mr R was involved in a road traffic accident and contacted esure ... (4 pages)View decision -
Decision Reference DRN-5071302
18 Dec 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-5071302 The complaint Ms M complains about AXA PPP Healthcare Limited’s handling of her private medical insurance claim. What happened Ms M is covered under her husband’s employer’s private medical insurance scheme. The policy year runs from 1 February to 31 January, and an excess ... (4 pages)View decision -
Decision Reference DRN-5029819
18 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5029819 The complaint Mr H is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a safe account scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In shor... (8 pages)View decision -
Decision Reference DRN-5115058
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5115058 The complaint Mr F complains Revolut Ltd have been unable to locate two payments he was expecting to receive into his account. What happened Mr F says he transferred £20 from his Revolut account to an account he held with a third party but was told by that provider that it c... (2 pages)View decision
