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 401363 results
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Decision Reference DRN-6276547
10 Apr 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6276547 The complaint Miss A complains that J.P. Morgan Europe Limited trading as Chase, failed to identify a gambling problem on her account, and failed to identify her or protect her as a vulnerable customer. Miss A further complains that Chase failed to put the relevant support i... (5 pages)View decision -
Decision Reference DRN-6230822
10 Apr 2026 CB Payments Ltd Not upheldInvestmentsDRN-6230822 The complaint Mr W complains about CD Payments Ltd trading as Coinbase. He said Coinbase changed its identification requirements after he had opened an account with it. This led to him needing to go and buy a webcam to gain access to his account. He would like Coinbase to re... (2 pages)View decision -
Decision Reference DRN-6034434
10 Apr 2026 ETORO (UK) LIMITED Not upheldInvestmentsDRN-6034434 The complaint Mr G complains that eToro (UK) Ltd liquidated his investment positions without his consent causing significant losses. He also complains about currency conversion to and from USD which he says increased his realised losses. What happened Mr G held a trading ac... (3 pages)View decision -
Decision Reference DRN-6241552
10 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6241552 The complaint Mrs W and Mr W complain HSBC UK Bank Plc (‘HSBC’) won’t refund the money lost after Mrs W fell victim to an authorised push payment (‘APP’) scam. The complaint has been brought with the assistance of a professional representative. Whilst the account is a joint... (8 pages)View decision -
Decision Reference DRN-6064818
10 Apr 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6064818 The complaint Mr T complains about how Admiral Insurance (Gibraltar) Limited handled and settled a claim made on his motor insurance policy. What happened Mr T collided with the rear of another car when he said it stopped suddenly. Admiral then held Mr T liable for the coll... (3 pages)View decision -
Decision Reference DRN-6269618
10 Apr 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6269618 The complaint Miss F complains about the way Inter Partner Assistance SA (IPA) handled the claim she made under her travel insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Miss F held a sing... (3 pages)View decision -
Decision Reference DRN-6053624
10 Apr 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6053624 The complaint Mr A is unhappy that Zopa Bank Limited are holding him liable for a loan which he says he did not agree to. What happened Mr A says a fraudulent loan for £20,00 was taken out in his name which he had no knowledge of at the time. He’s said the application used ... (4 pages)View decision -
Decision Reference DRN-5955450
10 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5955450 The complaint Mr J complains that J.P. Morgan Europe Limited trading as Chase (Chase), as the recipient bank, won’t refund him money that he says is lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (2 pages)View decision -
Decision Reference DRN-6189981
10 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6189981 The complaint Mr F complains on behalf of the estate of the late Mr F that National Westminster Bank Public Limited Company (NatWest) lent to Mr F irresponsibly. What happened The late Mr F took out a credit card with NatWest in November 2003. The credit limit given to him ... (4 pages)View decision -
Decision Reference DRN-6086289
10 Apr 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6086289 The complaint Mr and Mrs J complain that Barclays UK PLC (Barclays) misled them into thinking that they could utilise the Mortgage Charter interest-only support after they had completed a rate switch. However, when they went to apply for this, they were ineligible as they ha... (4 pages)View decision