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 365360 results
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Decision Reference DRN-5286714
31 Jan 2025 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-5286714 The complaint Mr S complains that Allied World Assurance Company (Europe) dac (“AWAC”) has offered an unfair settlement following a claim he made under his Residential Landlord Property Owners insurance policy, for damage caused by an escape of water. What happened Mr S owns... (5 pages)View decision -
Decision Reference DRN-4961307
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4961307 The complaint Mr A has complained that HSBC UK Bank Plc has failed to obtain a refund for him, for a hotel booking. What happened Mr A paid for a hotel stay through a third party, using his HSBC card. This was for two rooms, for four adults and three children. However, upon ... (2 pages)View decision -
Decision Reference DRN-5267975
31 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5267975 The complaint Mrs S complains that the car she acquired financed through a hire purchase agreement with Stellantis Financial Services UK Limited wasn’t of satisfactory quality. What happened On 11 January 2024 Mrs S acquired a used car financed through a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5113923
31 Jan 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5113923 The complaint Mr B says First Central Underwriting Limited provided very poor service, caused long delays and didn’t repair his car properly after he made a claim on his motor insurance policy. What happened In June 2023, Mr B’s car hit an animal when he was setting off fro... (4 pages)View decision -
Decision Reference DRN-4949399
31 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4949399 The complaint Mr R complains about the way Revolut Ltd handled his chargeback claim. What happened Mr R booked a rental car with a merchant, M, using his Revolut debit card to be collected on 18 March 2024 at an airport abroad. He said when he arrived at the airport to colle... (2 pages)View decision -
Decision Reference DRN-4847714
31 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4847714 The complaint Mr M has complained J.P. Morgan Europe Limited trading as Chase failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repe... (4 pages)View decision -
Decision Reference DRN-4847728
31 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4847728 The complaint Mr M has complained about National Westminster Bank Plc’s won’t refund several payments he says he made and 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. In summary, Mr M fel... (5 pages)View decision -
Decision Reference DRN-5258491
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5258491 The complaint Mr E complains that HSBC UK Bank Plc stopped one of his payments and caused him distress and inconvenience. What happened Mr E has an account with HSBC. Shortly after opening his account, Mr E says HSBC stopped a £3,000 payment he wanted to make to another acco... (2 pages)View decision -
Decision Reference DRN-5014956
31 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5014956 The complaint Mr F complains that National Westminster Bank Plc (“NatWest”) didn’t proceed with a chargeback claim he sought to raise against a merchant, M. What happened Mr F made two transactions - £100.05 in December 2023 and £58.53 in May 2024 - using his NatWest debit c... (2 pages)View decision -
Decision Reference DRN-5300246
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5300246 The complaint Ms M complains Monzo Bank Ltd (“Monzo”) closed her accounts without explanation nor notice. Ms M says Monzo’s actions caused her substantive financial difficulty, distress, and inconvenience. What happened The details of this complaint are well known by both pa... (4 pages)View decision
