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 365360 results
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Decision Reference DRN-5050360
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5050360 The complaint Mr W complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W has an account with Revolut which he says he opened at the suggestion of a scammer. He says the scammer also took out loans in his name – he... (2 pages)View decision -
Decision Reference DRN-5504455
9 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5504455 The complaint Mr M complains about the service he received from Capital One (Europe) plc when he contacted it in relation to a payment he made to his account in error. What happened On 30 October 2024, Mr M contacted Capital One as he had made a payment to his account in er... (2 pages)View decision -
Decision Reference DRN-5490615
9 May 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5490615 The complaint Mr R, as executor, complains on behalf of the late Mr R’s estate about the fees applied by Santander Consumer (UK) Plc (Santander) for the sale and collection of the vehicle when it was necessary to end the agreement. Mr R also complains the balance wasn’t redu... (4 pages)View decision -
Decision Reference DRN-5105091
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5105091 The complaint Mr S complains that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money he lost to a cryptocurrency investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these out in detail here. However, I’... (3 pages)View decision -
Decision Reference DRN-5534645
9 May 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5534645 The complaint Mr and Mrs K complain that Astrenska Insurance Limited trading as Collinson Insurance has turned down a cancellation claim they made on an annual travel insurance policy. What happened Mr and Mrs K took out an annual travel insurance policy through a broker in... (5 pages)View decision -
Decision Reference DRN-5504989
9 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5504989 The complaint Mr C is unhappy with the way his data and Subject Access Request (SAR) were handled by Barclays Bank UK PLC. Mr C said Barclays failed to safeguard his account information and this caused him significant distress. He said Barclays had systemic issues with its p... (3 pages)View decision -
Decision Reference DRN-5290754
9 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5290754 The complaint Mrs J complains HSBC UK Bank Plc (“HSBC”) has held onto funds that had been refunded to her by the merchants after HSBC closed her account with it. Because of this she has been deprived of her money and has suffered significant distress and inconvenience in her... (5 pages)View decision -
Decision Reference DRN-5322287
9 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5322287 The complaint Miss H is unhappy that Bank of Scotland plc, trading as Halifax, won’t reimburse her loss after being a victim of a rogue trader fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mi... (3 pages)View decision -
Decision Reference DRN-5520961
9 May 2025 The Mortgage Exchange Ltd Not upheldMortgagesDRN-5520961 The complaint Mr M and Miss S’s complaint is about a mortgage broker, The Mortgage Exchange Ltd (TME). Mr M, who has dealt with the complaint throughout, says that poor service by TME led to their mortgage application being declined by the lender, a high street lender I will... (5 pages)View decision -
Decision Reference DRN-5289307
9 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289307 The complaint Ms H says Monzo Bank Ltd (“Monzo”) failed to protect her account from transactions out of her account which were then lost to a scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Ms H says... (2 pages)View decision
