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 400695 results
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Decision Reference DRN-5357105
14 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5357105 The complaint Mr K complains that Wise Payments Limited trading as Wise (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr K is being represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happened ... (3 pages)View decision -
Decision Reference DRN-5643365
14 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5643365 The complaint Miss P complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In November 2024, Miss P received a text message from someone who said they had been given her details by a recruitment agency and had a poten... (3 pages)View decision -
Decision Reference DRN-5643436
14 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5643436 The complaint Miss P complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED, trading as American Express, won’t refund the money she lost when she was the victim of a scam. What happened In November 2024, Miss P received a text message from someone who said they had been g... (2 pages)View decision -
Decision Reference DRN-5643305
14 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5643305 The complaint Miss P complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money she lost when she was the victim of a scam. What happened In November 2024, Miss P received a text message from someone who said they had been given her details by a rec... (3 pages)View decision -
Decision Reference DRN-5893345
14 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5893345 The complaint Mr O complains that Bank of Scotland plc trading as Halifax (Halifax)unfairly closed his account. What happened In February 2019 Halifax wrote to Mr O giving him two months’ notice that it would close his account. Mr O complained. Halifax said that it could r... (2 pages)View decision -
Decision Reference DRN-5950265
14 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5950265 The complaint With the help of a professional representative (PR), Mr M complains that Moneybarn No.1 Limited lent to him irresponsibly. For ease, I’ll mainly refer to the action of the PR as being those of Mr M. What happened Mr M applied for and entered into a Conditional ... (4 pages)View decision -
Decision Reference DRN-5879609
14 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5879609 The complaint Miss T complains PayPal UK Ltd have asked her to pay back money she feels is unfair. What happened Miss T sold four concert tickets, but in error sent eight to one buyer and none to the other buyer. The buyer who didn’t receive the tickets opened a buyer prot... (3 pages)View decision -
Decision Reference DRN-5854532
14 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5854532 The complaint Mrs E complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In August 2024, Mrs E was looking to buy some flight tickets. She was recommended a travel agent by a friend of her husban... (4 pages)View decision -
Decision Reference DRN-5950737
14 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5950737 The complaint Miss R has complained about her property insurer Liverpool Victoria Insurance Company Limited regarding her ongoing subsidence claim. What happened In 2019 Miss R made a subsidence claim to LV. LV’s loss adjuster, in April 2020 felt the property was stable and... (4 pages)View decision -
Decision Reference DRN-5923389
14 Nov 2025 Metro Bank PLC Not upheldMortgagesDRN-5923389 The complaint Miss B’s complaint is about how Metro Bank PLC treated her after she started experiencing financial difficulties. She’s also unhappy that Metro Bank insists on communicating by letter or telephone, rather than emailing, which would be her preference. What happe... (3 pages)View decision