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 381196 results
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Decision Reference DRN-4880768
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4880768 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr M is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties... (9 pages)View decision -
Decision Reference DRN-5193755
28 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5193755 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr M says that he was searching for a job when he received contact from someone who said he worked for a company I’ll refer to as D. D ... (5 pages)View decision -
Decision Reference DRN-5438223
28 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5438223 The complaint Mr and Mrs S complain that Santander UK Plc didn’t do enough to protect them when they fell victim to an investment scam. What happened Mr and Mrs S say they fell victim to a cryptocurrency investment scam in 2021, after seeing an advert on social media. They c... (2 pages)View decision -
Decision Reference DRN-5368323
28 Mar 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5368323 The complaint Mrs C complains Tesco Underwriting Limited has unfairly avoided a contents insurance policy she held with it. What happened Mrs C took out a contents insurance policy with Tesco in 2022. In late 2023 there was a burglary at the property, and she called Tesco to... (3 pages)View decision -
Decision Reference DRN-5399749
28 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5399749 The complaint Mr R complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on his pet insurance policy, and about delays replying to correspondence about the claim. Where I refer to Casualty & General Insurance Company (Europe) Ltd, this inc... (3 pages)View decision -
Decision Reference DRN-5348500
28 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5348500 The complaint Mr G complains that NewDay Ltd trading as Fluid declined a transaction on his credit card account. He’s also unhappy with the service provided. What happened In October 2024, Mr G says he attempted to make a payment for a parking ticket, but it ... (2 pages)View decision -
Decision Reference DRN-4896898
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4896898 The complaint Mr H complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5161370
28 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5161370 The complaint Mr L holds/held an account with Bank of Scotland plc trading as Halifax (“Halifax”). Mr L’s complaint is about Halifax’s refusal to reimburse him money he says he lost due to fraud. What happened The circumstances of this complaint are well known to all partie... (4 pages)View decision -
Decision Reference DRN-5353743
28 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5353743 The complaint Dr G, on behalf of the estate of Mr G, complains about how Ageas Insurance Limited (Ageas) handled his late father’s claim which he says caused him distress and inconvenience. All reference to the insurer Ageas includes their agents and their role in dealing w... (3 pages)View decision -
Decision Reference DRN-5434190
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5434190 The complaint Miss I complains that Revolut Ltd (Revolut) won’t refund transactions totalling £420 which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Miss I says ... (3 pages)View decision
