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 364862 results
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Decision Reference DRN-4883336
15 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4883336 The complaint Mr S complains that Starling Bank Limited unfairly refused to process his chargeback request for a faulty car. What happened In September 2023, Mr S transferred £11,000 from his Starling bank account to a third party seller to buy a car. Mr S subsequently encou... (2 pages)View decision -
Decision Reference DRN-5262211
15 Jan 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5262211 The complaint Mrs H has complained about the way Shawbrook Bank Limited responded to claims she’d made under the Consumer Credit Act 1974 (the “CCA”). What happened In April 2018 Mrs H entered into a 10 year fixed sum loan agreement with Shawbrook to pay for a £10,815 solar ... (5 pages)View decision -
Decision Reference DRN-5245018
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5245018 The complaint Ms R complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost when she fell victim to a scam. What happened Ms R invested £42,000 in a company called Buy2let/Raedex Consortium Ltd – “B” in September 2019. Ms R’s understanding of the investment w... (7 pages)View decision -
Decision Reference DRN-5263342
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5263342 The complaint Mrs A complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs A has an account with Revolut and accounts elsewhere too including an account with a bank who I’ll refer to as “S” throughout the rest of this deci... (3 pages)View decision -
Decision Reference DRN-5141232
15 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5141232 The complaint Mr C complains that Wise Payments Limited closed his account without giving him prior notice or explaining why it had done so. What happened Mr C opened an account with Wise in March 2024. Wise is a money transfer business and, because of where Mr C lives, he c... (2 pages)View decision -
Decision Reference DRN-5207313
15 Jan 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5207313 The complaint Mr D has complained that Helvetia Global Solutions Ltd unfairly declined a claim under his landlord home emergency insurance policy. What happened Mr D’s tenant contacted Helvetia to make a claim because the thermostat in the flat they rented from Mr D wasn’t ... (2 pages)View decision -
Decision Reference DRN-5216991
15 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5216991 The complaint Mr E and Ms F complain about the price quoted by U K Insurance Limited (“UKI”) to renew their combined home and motor insurance policy. Ms F has acted as the main representative during the complaint process. So, for ease of reference, I will refer to any actio... (3 pages)View decision -
Decision Reference DRN-5189884
15 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5189884 The complaint Company A complains National Westminster Bank Plc (NatWest) did not provide like-for-like accounts, as agreed, when A opened new accounts after the business changed from a partnership to a limited company. What happened A had accounts with NatWest when it was a... (3 pages)View decision -
Decision Reference DRN-5138677
15 Jan 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5138677 The complaint Mr G complains that AA Underwriting Insurance Company Limited (“AA”) mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car or sports utility vehicle, first registered in 2015. ... (2 pages)View decision -
Decision Reference DRN-4776978
15 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4776978 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to a scam. Mr J is being represented by solicitors in this complaint. What happened The background to this complaint is well known to both parties and has been previou... (3 pages)View decision
