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 3967 results
-
Decision Reference DRN-4978192
15 Dec 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4978192 The complaint Mr C complained that eToro (UK) Ltd (‘eToro’) failed to respond to his queries and prevented him using his eToro account. What happened Mr C had a trading account provided by eToro. He opened the account in October 2017 by providing his address. He didn’t verif... (4 pages)View decision -
Decision Reference DRN1919822
23 Oct 2017 HSBC Bank plc UpheldBanking and creditMiss D complains that HSBC Bank Plc won’t refund two transactions she made with her credit card to a binary trading company. She says she was the victim of a scam and the service provided by the binary trading company was misrepresented.backgroundIn 2016, Miss D rec... (3 pages)View decision -
Decision Reference DRN-4042199
25 Apr 2023 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-4042199 The complaint Mr B complains that Marks &Spencer Financial Services Plc (M&S) have unfairly refused to refund a payment of £4,251.52 made from his credit card in July 2017 that he says he lost as part of an investment scam. What happened The details of this complaint ar... (4 pages)View decision -
Decision Reference DRN-5516823
29 Apr 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5516823 The complaint Mr A complains that J.P. Morgan Europe Limited trading as Chase won’t refund money he lost when he fell victim to a car purchase scam. What happened Mr A saw a car for sale, on a well-known e-commerce marketplace, that he was interested in buying. He says he c... (5 pages)View decision -
Decision Reference DRN-3131546
17 Feb 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3131546 The complaint Ms M complains that Santander UK Plc won’t refund transactions she says she did not make and does not recognise. What happened Ms M is disputing three transactions all made to the same electronic money institution, which I’ll refer to as W. Date Amount Type of pay... (4 pages)View decision -
Decision Reference DRN-3605581
26 Sep 2022 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-3605581 The complaint Mr L is unhappy that HSBC UK Bank Plc suspended his online account access when he could not answer its question about a payment instruction on his account. What happened The third-party on Mr L’s account tried to make an online payment for £4,000 on 4 February 202... (2 pages)View decision -
Decision Reference DRN-3140612
11 Feb 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3140612 The complaint Mr A complains that Bank of Scotland plc (trading as Halifax) won’t refund him for transactions to gambling companies he says he didn’t make or agree to. What happened Mr A holds a current account with Halifax. In July 2020 he paid a large sum in to this account f... (3 pages)View decision -
Decision Reference DRN2045667
30 Dec 2019 Bank of Scotland Plc Not upheldBanking and creditMr D complains that Bank of Scotland plc (trading as Halifax) didn’t credit £280 paid into his account by his representative.backgroundMr D’s representative in this complaint went to pay in £300 in cash into his account at Halifax using a deposit machine on 6 September 2018. The machine ac... (2 pages)View decision -
Decision Reference DRN-5596602
17 Jun 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5596602 The complaint Ms E complains that Western Union Payment Services GB Limited (“Western Union”) paid out unusable bank notes to the recipient of her money transfer. What happened Ms E used Western Union to transfer funds to a third party overseas. The recipient collected the ... (2 pages)View decision -
Decision Reference DRN9011539
21 Feb 2014 Barclays Bank Plc Not upheldBanking and creditB complains that Barclays Bank Plc delayed in returning investment monies to her.background B invested money with Barclays and was due to receive the final 50% back in November 2010. However, she did not receive the money until June 2011.In summary, B says that as a result of the delay... (3 pages)View decision
