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 363925 results
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Decision Reference DRN-5390731
12 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5390731 The complaint Mrs D complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Mrs D is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and has b... (9 pages)View decision -
Decision Reference DRN-5243252
12 Mar 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5243252 The complaint Ms T has complained that AmTrust Specialty Limited (‘AmTrust’) unfairly declined her claim. What happened Ms T had an income protection insurance policy, underwritten by AmTrust. In March 2024, Ms T made a claim as she was unable to work due to an injury. Ms T ... (2 pages)View decision -
Decision Reference DRN-5314360
12 Mar 2025 XTB Limited UpheldInvestmentsDRN-5314360 The complaint Mr A complains that XTB Limited’s trading application error prevented him from viewing his balance and margin requirements for certain NatGas positions he had open. He said that without this error he would’ve managed his margin correctly and closed his position... (3 pages)View decision -
Decision Reference DRN-5343074
12 Mar 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5343074 The complaint H complains that Metro Bank PLC (Metro) reduced its branch opening hours, meaning it had to use the Post Office for banking services, which incurred fees. H is represented by one of its directors, Mr H. What happened Historically, H made use of Metro’s banking ... (2 pages)View decision -
Decision Reference DRN-5391134
12 Mar 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5391134 The complaint Mr M complains that Wise Payments Limited hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explained that in October 20... (3 pages)View decision -
Decision Reference DRN-5296198
12 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5296198 The complaint Mr M complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explained that in October 2023 he made... (2 pages)View decision -
Decision Reference DRN-4825008
12 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4825008 The complaint Mr N is unhappy that Wise Payments Limited decided not to refund him after he was the victim of an authorised push payment (APP) scam. What happened Mr N fell for a job scam using his Wise account. He purchased tasks to complete, which would earn him commissio... (5 pages)View decision -
Decision Reference DRN-5268094
12 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5268094 The complaint Mr M complains that HSBC UK Bank Plc hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr M has explained that in October 2023 he... (2 pages)View decision -
Decision Reference DRN-5287078
12 Mar 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5287078 The complaint Mr P complains about how Great Lakes Insurance UK Limited dealt with a claim against his travel insurance policy. Reference to Great Lakes includes its agents. What happened Mr P took out a single trip travel insurance policy underwritten by Great Lakes. On hi... (3 pages)View decision -
Decision Reference DRN-5241789
12 Mar 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5241789 The complaint Mrs W complains about the sale of her private medical insurance policy with BUPA Insurance Limited (‘Bupa’), as well as some other issues. What happened In 2020, Mrs W took out an individual private medical insurance policy with Bupa. It was taken out on a con... (4 pages)View decision
