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 171073 results
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Decision Reference DRN-5626124
21 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5626124 Complaint Mrs C is unhappy that J.P. Morgan Europe Limited (trading as Chase) didn’t reimburse her after they reported falling victim to a series of scams. Background The background to this complaint is well known to the parties and was set out in considerable detail by th... (3 pages)View decision -
Decision Reference DRN-5817406
21 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5817406 The complaint Ms A complains that American Express Services Europe Limited (Amex) has treated her unfairly regarding a transaction on her credit card for a hotel booking. What happened On 7 September 2024, Ms A paid £664 to a booking agent, who I’ll call S. The payment was m... (3 pages)View decision -
Decision Reference DRN-5514632
21 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5514632 The complaint Mr L complains J.P. Morgan Europe Limited trading as Chase declined to refund money he thought he paid to a legitimate online casino which he says is a scam, as it doesn’t have a license to operate in the UK. Mr L is also unhappy with the service he received af... (4 pages)View decision -
Decision Reference DRN-5518973
21 Oct 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5518973 The complaint Mr R has complained about the way Telefonica UK Limited trading as O2 dealt with him when he sought to end a fixed sum loan agreement he’d taken out to buy a device. What happened The circumstances of the complaint are well known to the parties, so I’m not goi... (2 pages)View decision -
Decision Reference DRN-5896118
21 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5896118 The complaint Mr S complains that Bank of Scotland Plc trading as Halifax (“Halifax”) won’t refund the full amount of money he says he 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. But in su... (3 pages)View decision -
Decision Reference DRN-5863605
21 Oct 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5863605 The complaint Mr H complains that Western Circle Ltd trading as Cashfloat declined his loan application despite a prior pre-approval. What happened In August 2025 Mr H received a notification that he had been pre-approved for a loan from Cashfloat. Mr H submitted a full appl... (2 pages)View decision -
Decision Reference DRN-5645959
21 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5645959 The complaint Mrs O complains that Barclays Bank UK PLC hasn’t reimbursed money she lost to an investment scam. What happened Mrs O became aware of B Ltd – a supposed investment company – through a webinar run by a property, business, and wealth education company. The direct... (4 pages)View decision -
Decision Reference DRN-5566445
21 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5566445 The complaint Mr K says Revolut Ltd (“Revolut”) failed to keep his account safe and protect him from financial harm when he fell victim to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr K ... (4 pages)View decision -
Decision Reference DRN-5846886
21 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5846886 The complaint Mr B complains that NewDay Ltd performed soft searches on his credit file without his permission. What happened Mr B discovered that NewDay had carried out soft searches on his credit file in May 2025. He was also concerned that the searches had been carried ou... (2 pages)View decision -
Decision Reference DRN-5896836
21 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5896836 The complaint Mr and Mrs M complain that Nationwide Building Society (‘Nationwide’) hasn’t reimbursed the funds they say were lost to a scam. What happened Mr and Mrs M hold a joint account with Nationwide. They say that in 2018 they were introduced to an investment opportun... (7 pages)View decision
