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-5465480
2 May 2025 Wakam UpheldInsuranceDRN-5465480 The complaint Miss K complains that Wakam declined a claim on her pet insurance policy. What happened In April 2024 Miss K’s dog became ill with haemorrhagic gastroenteritis and needed treatment. She claimed for the treatment costs but Wakam declined the claim. Wakam said he... (3 pages)View decision -
Decision Reference DRN-5390673
2 May 2025 Metro Bank PLC Not upheldInvestmentsDRN-5390673 The complaint Mr S complains Metro Bank PLC (trading as RateSetter) has failed to provide information he has requested relating to his peer-to-peer (P2P) investments. He’s unhappy he hasn’t been provided with a closing statement. What happened In July 2018, Mr S invested ar... (3 pages)View decision -
Decision Reference DRN-5056972
2 May 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5056972 The complaint Mr and Mrs P complain that The Royal Bank of Scotland Plc (RBS) didn’t do enough to protect them when they made payments to a property investment opportunity that they now consider was a scam. What happened Mr and Mrs P made payments between June 2020 and Febru... (3 pages)View decision -
Decision Reference DRN-5492729
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5492729 The complaint Miss O complains Revolut Ltd won’t refund the full amount of money she 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 summary and based on the submissions of both parties... (3 pages)View decision -
Decision Reference DRN-5328565
2 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5328565 The complaint D Ltd, represented by Mr W, complained because HSBC UK Bank Plc refused to refund it for payments which Mr W said he hadn’t authorised. What happened On 11 June 2024, Mr W rang HSBC. He said there were 8 debit card transactions on his D Ltd business account wh... (3 pages)View decision -
Decision Reference DRN-5530239
2 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5530239 The complaint Mr P complains that Vanquis Bank Limited irresponsibly provided him with credit, which resulted in the relationship between him and Vanquis being unfair. Mr P is supported in bringing this complaint by a representative. But, for ease, I’ll refer to Mr P throug... (3 pages)View decision -
Decision Reference DRN-5169131
2 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5169131 The complaint Mrs C, who is represented, is unhappy that Barclays Bank UK PLC didn’t do more to prevent one of its customers committing fraud. What happened As the circumstances of this complaint are well-known to both parties, I will summarise them briefly below. Mrs C empl... (2 pages)View decision -
Decision Reference DRN-5228270
2 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5228270 The complaint Ms L complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to a cryptocurrency scam. What happened Ms L saw an advert for investing in cryptocurrency on social media which piqued her interest as it explained t... (3 pages)View decision -
Decision Reference DRN-5199333
2 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5199333 The complaint Mr H complains about Santander UK Plc. He says that he fell victim to a scam and would like Santander to refund him the money he has lost as a result. What happened Mr H invested £10,000 in a property development company I will refer to as ‘HSG’ on 12 June 20... (3 pages)View decision -
Decision Reference DRN-5468607
2 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5468607 The complaint Mrs Y complains Domestic & General Insurance Plc (D&G) declined the claim she made under her electronic device insurance policy after she was unable to provide proof of purchase for a TV. What happened The events of this complaint will be well known to ... (2 pages)View decision
