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 4563 results
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Decision Reference DRN-4657570
11 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4657570 The complaint Mrs B is unhappy that Barclays Bank UK PLC (‘Barclays’) didn’t reimburse her when she was the victim of a scam and with the service it provided. What happened Mrs B says that on the evening of 24 March 2022 she received a telephone call from someone who claimed to... (3 pages)View decision -
Decision Reference DRN-4642170
3 Apr 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4642170 The complaint Mr O complains that Metro Bank PLC won’t reimburse him after he fell victim to a scam. What happened Both parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. But briefly, both parties accept that in March 2023, M... (3 pages)View decision -
Decision Reference DRN-3503953
14 Jun 2022 One Insurance Limited Not upheldInsuranceDRN-3503953 The complaint Mr K complains One Insurance Limited unfairly avoided his motor insurance policy and refused his claim. What happened In October 2021 Mr K took out a One Insurance motor insurance policy. He used an online aggregator site. After selecting the quotation he was pas... (3 pages)View decision -
Decision Reference DRN-3319033
9 Mar 2022 esure Insurance Limited UpheldInsuranceDRN-3319033 The complaint Mr F complains about esure Insurance Limited’s valuation of his car after it was stolen, under his motor insurance policy. What happened Mr F’s car was stolen so he made a claim to esure. The business valued the car based on the industry trade guides and offered £... (3 pages)View decision -
Decision Reference DRN-4218876
3 Jul 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4218876 The complaint Miss G complains that Haven Insurance Company Limited avoided her car insurance policy and refused to pay her claim. What happened Miss G took out a car insurance policy with Haven through a price comparison site. When her car was stolen, she made a claim on her p... (3 pages)View decision -
Decision Reference DRN-5710731
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5710731 The complaint Mr and Mr T complain that HSBC UK Bank Plc didn’t do enough to protect them when they made a payment to a property investment opportunity that they now consider was a scam. What happened Mr and Mr T made one payment from their HSBC account towards a property de... (3 pages)View decision -
Decision Reference DRN-3844719
26 Jan 2023 AXA Insurance UK Plc Not upheldInsuranceDRN-3844719 The complaint Mr K says AXA Insurance UK Plc didn’t pay him enough when he made a claim after his car was written-off. He says it also provided poor service in general. What happened Mr K’s car was damaged by an unknown driver whilst it was parked and unattended. When the car w... (3 pages)View decision -
Decision Reference DRN3773730
7 Mar 2017 WorldPay (UK) Limited Not upheldBanking and creditMrs F complains that WorldPay (UK) Limited acted unfairly towards her, resulting in her merchant account being closed and money held back.backgroundMrs F took merchant facilities with WorldPay, so that she could accept card payments for her business. She says that Worl... (3 pages)View decision -
Decision Reference DRN-5643552
27 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5643552 The complaint Mr N complains that Starling Bank Limited hasn’t refunded him after he fell victim to a scam. What happened Mr N heard about an investment opportunity with a party I’ll refer to as Company B. The premise of the investment was for Mr N to send funds to Company B... (3 pages)View decision -
Decision Reference DRN-3076411
30 Mar 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3076411 The complaint Mr R complains that Barclays Bank UK PLC (“Barclays”) didn’t help recover money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail again here. Instead, I’ll focus on giving my... (3 pages)View decision
