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-5064042
12 Mar 2025 eToro Money UK Ltd Not upheldBanking and PaymentsDRN-5064042 The complaint Mr S complains that eToro Money UK Ltd didn’t do enough to prevent him losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr S he... (2 pages)View decision -
Decision Reference DRN-5158757
12 Mar 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5158757 The complaint Mr B has complained, via his representatives, about a transfer of his Aviva Life & Pensions UK Limited personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in June 2014. Mr B’s QROPS was subsequently used to invest in The... (9 pages)View decision -
Decision Reference DRN-5390988
12 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5390988 The complaint Mr M and Ms N have complained that HSBC UK Bank Plc (“HSBC”) failed to protect them from falling victim to an impersonation scam, and hasn’t refunded what they lost. What happened What I’ve decided – and why I’ve considered all the available evidence and argu... (5 pages)View decision -
Decision Reference DRN-5389525
12 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5389525 The complaint Mr C complains that Revolut Ltd hasn’t protected him from losing money to an investment 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 C has explained that from Februa... (9 pages)View decision -
Decision Reference DRN-5343547
12 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5343547 The complaint Mr H complains about the customer service he received from PayPal UK Ltd when he tried to make a one-off payment to his credit account and reset his Direct Debit (DD). What happened Mr H has a credit account with PayPal. On 22 November 2023 he attempted to make... (4 pages)View decision -
Decision Reference DRN-5165517
12 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5165517 The complaint Miss V complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. What happened Miss V paid over £22,000 in July 2023, to what she was led to believe was an employment opportunity – completing tasks online to earn commission. Miss V h... (3 pages)View decision -
Decision Reference DRN-5039373
12 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5039373 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. What happened In February 2024, Mr D was supplied with a used car through a hire... (4 pages)View decision -
Decision Reference DRN-5335251
12 Mar 2025 Vitality Health Limited Not upheldInsuranceDRN-5335251 The complaint Mrs G complains Vitality Health Limited unfairly declined her claim when she needed surgery. Mr G brings the complaint on behalf of Mrs G. But for ease I will refer to all submissions as having been made by Mrs G herself. What happened Mrs G held a private medi... (4 pages)View decision -
Decision Reference DRN-5390797
12 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5390797 The complaint Mr S complains Starling Bank Limited recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. Whilst the complaint is brought with the assistance of a professional representative, I will mostly refer to Mr S ... (3 pages)View decision -
Decision Reference DRN-5376008
12 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5376008 The complaint Ms L complains PayPal UK Ltd provided poor service when she tried to claim for a damaged item she’d received. What happened Ms L bought some products from a retailer, using PayPal, totalling £44.10. One of the items was damaged when Ms L received it, so she r... (3 pages)View decision
