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 381195 results
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Decision Reference DRN-4911135
12 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4911135 The complaint Miss S complains that HSBC UK Bank Plc (‘HSBC’) will not refund the money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in summa... (3 pages)View decision -
Decision Reference DRN-5519727
12 Jun 2025 The Shepherds Friendly Society Limited UpheldInsuranceDRN-5519727 The complaint Ms C is unhappy that The Shepherds Friendly Society Limited declined a claim she made on her income protection policy. What happened Miss C took out an income protection policy in mid-September 2024. She claimed on the policy later that year, but the claim was ... (3 pages)View decision -
Decision Reference DRN-5460688
12 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5460688 The complaint Mr C complains that a car acquired under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I will onl... (4 pages)View decision -
Decision Reference DRN-5617801
12 Jun 2025 Larstal Limited UpheldBanking and PaymentsDRN-5617801 The complaint Miss D complains Larstal Limited, trading as Astropay, has blocked and closed her account and withheld money that was returned to her as a chargeback for goods she hadn’t received at the time – but subsequently has. To put things right, Miss D wants Astropay to... (4 pages)View decision -
Decision Reference DRN-5535721
12 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5535721 The complaint Mr and Mrs C complaint about the service they received from Barclays Bank UK PLC (“Barclays”) when attempting to open a joint account with it. In particular, they are unhappy Barclays failed to make reasonable adjustments to support Mr C in having his and Mrs C... (5 pages)View decision -
Decision Reference DRN-5615320
12 Jun 2025 Plus500UK Ltd UpheldInvestmentsDRN-5615320 The complaint Mr I complains about losses he incurred due to his Contract for Differences (“CFD”) trading account with Plus500UK Ltd (“Plus500”). What happened Mr I opened a CFD trading account with Plus500 on 28 May 2017. In 2021 he raised concerns with Plus500 about the ac... (12 pages)View decision -
Decision Reference DRN-5167395
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5167395 The complaint X complains that National Westminster Bank Public Limited Company (NatWest) didn’t do enough to protect him from the financial harm caused by an investment scam. X has been represented by a claims management company throughout his complaint. I have referred to... (3 pages)View decision -
Decision Reference DRN-5339201
12 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5339201 The complaint Mr P is unhappy that Nationwide Building Society (“Nationwide”) hasn’t reimbursed him for transactions on his account he’s said he didn’t authorise. What happened In April 2022 a series of cash withdrawals was made from Mr P’s current account reducing the bala... (3 pages)View decision -
Decision Reference DRN-5571010
12 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5571010 The complaint Mr M complains that Capital One (Europe) plc incorrectly consolidated his credit cards and closed an account he’d wanted to retain. What happened Mr M held two credit card accounts with Capital One. Account ending 5410 was opened in September 2017 and account e... (2 pages)View decision -
Decision Reference DRN-5004210
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5004210 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. Mr M is represented in this complaint by a claims management company, but for simplicity I will refer to Mr M throughout this decision, even when referencing what... (3 pages)View decision
