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 392389 results
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Decision Reference DRN-6086223
5 Feb 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6086223 The complaint Mr K has complained about the service he has received from J.P. Morgan Europe Limited trading as Chase (“Chase”). Mr K has raised a number of issues, including that emails were blocked, emails were not always responded to, in-app webchats weren’t always answer... (3 pages)View decision -
Decision Reference DRN-5728476
5 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5728476 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the key reasons for my decision. This is not a discou... (2 pages)View decision -
Decision Reference DRN-5716088
5 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5716088 THE COMPLAINT Mr R complains that Bank of Scotland plc (trading as Halifax) will not reimburse him money he says he lost when he fell victim to a scam. Mr R is represented by Wealth Recovery Solicitors (‘WRS’) in this matter. However, where appropriate, I will refer to Mr ... (3 pages)View decision -
Decision Reference DRN-6076117
5 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6076117 The complaint Mr E complains that Santander UK Plc didn’t do enough to protect him when he fell victim to a scam. Mr E is represented in this matter, but for ease of reading I will refer to Mr E throughout this decision. What happened Mr E says he completed an enquiry form f... (4 pages)View decision -
Decision Reference DRN-5728498
5 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5728498 The complaint Mr C is unhappy that Metro Bank PLC (Metro) won’t reimburse money he lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the key reasons for my decision. This is n... (2 pages)View decision -
Decision Reference DRN-6087593
5 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6087593 The complaint Mr C complains about Revolut Ltd’s “Revpoints” scheme. What happened Mr C says he noticed that his Revolt account spare change facility had been converted to Revpoints. He says he had no idea what Revpoints were and assumed it was a loyalty program. Mr C says h... (2 pages)View decision -
Decision Reference DRN-6133718
5 Feb 2026 Bank of Scotland Plc UpheldMortgagesDRN-6133718 The complaint Mr A complains that Bank of Scotland plc unfairly declined to extend the term of his mortgage and misled him that it would extend the mortgage term if he made a lump sum payment. He also complains about poor service, and that Bank of Scotland didn’t provide req... (6 pages)View decision -
Decision Reference DRN-5860638
5 Feb 2026 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5860638 The complaint Mrs B complains that Yorkshire Building Society won’t refund the money she lost to an investment scam. What happened In August 2024, Mrs B saw a fake online advertisement, from a well-known financial expert and broadcaster, about a crypto investment opportunit... (5 pages)View decision -
Decision Reference DRN-6124208
5 Feb 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6124208 The complaint Mr D and Miss F complain about Admiral Insurance (Gibraltar) Limited’s (Admiral) handling of a claim under their motor insurance policy – specifically surrounding the quality of repair works completed to their vehicle. Any reference to Admiral within my decisio... (4 pages)View decision -
Decision Reference DRN-6113679
5 Feb 2026 TSB Bank plc UpheldBanking and PaymentsDRN-6113679 The complaint Mrs K has complained that she didn’t receive a TV subscription offer, that she’d qualified for under a TSB Bank plc (“TSB”) incentive. What happened TSB was running a switching incentive, whereby, amongst other things, providing enough debit card transactions w... (2 pages)View decision