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 360264 results
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Decision Reference DRN-5160236
13 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5160236 The complaint Mr W, director of A, complains on its behalf that HSBC UK Bank Plc (“HSBC”) won’t refund the money it lost to a scam. What happened A invested £56,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in 2019 and 2020. Mr W, who I’ll also be referring to ... (7 pages)View decision -
Decision Reference DRN-5105410
13 Feb 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5105410 The complaint Mrs S complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) hasn’t reimbursed her in full after she fell victim to a scam. What happened Mrs S says that she saw an advert on social media about a company I’ll call N in this decision. The advert w... (7 pages)View decision -
Decision Reference DRN-5285789
13 Feb 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5285789 The complaint Mr W has complained that Accredited Insurance (Europe) Ltd (AIE) avoided (treated it as if it never existed) his short-term motor insurance policy and refused to pay his claim. He’s also unhappy that it caused delays in the claim. He wants it to pay his claim. ... (3 pages)View decision -
Decision Reference DRN-4600052
13 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4600052 The complaint Ms F complains that Revolut Limited (‘Revolut’) won’t refund the money she lost when she fell victim to a scam. What happened Ms F says that she was searching for a job opportunity and had signed up to some agencies. She received a message that appeared to hav... (8 pages)View decision -
Decision Reference DRN-5269689
13 Feb 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5269689 The complaint Miss M complains about missed payments recorded on her credit file by Metro Bank PLC. What happened In July 2023 Miss M closed her Metro Bank credit card but due to systems and administrative issues a credit balance of £472.32 was refunded twice. The funds wer... (2 pages)View decision -
Decision Reference DRN-5295516
13 Feb 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5295516 The complaint Mr M complains, via a representative, TSB Bank plc didn’t provide the advertised interest rate of 4.5% on his fixed rate Individual Savings Account (ISA). Mr M also complains TSB deducted over £900 from his account without his agreement and failed to transfer a... (3 pages)View decision -
Decision Reference DRN-5200350
13 Feb 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5200350 The complaint Mr A and Mrs Q complain that Barclays Bank UK PLC (Barclays) hasn’t correctly compensated them for not completing a remortgage in a timely manner resulting in the loss of an agreed interest rate. They would like Barclays to pay them any financial loss they may ... (6 pages)View decision -
Decision Reference DRN-5328710
13 Feb 2025 UAB ZEN.COM UpheldBanking and PaymentsDRN-5328710 The complaint Mr Y complins that AUB ZEN.COM (Zen) has not refunded money he lost to a scam. Mr Y is represented in this complaint by a claims management company. For simplicity I will refer to Mr Y throughout this decision, even when referencing what his representatives ha... (3 pages)View decision -
Decision Reference DRN-5011624
13 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5011624 The complaint Mr Y complins that J.P. Morgan Europe Limited (trading as Chase) has not refunded money he lost to a scam. Mr Y is represented in this complaint by a claims management company. For simplicity I will refer to Mr Y throughout this decision, even when referencing... (3 pages)View decision -
Decision Reference DRN-5285541
13 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5285541 The complaint Miss H is unhappy that Bank of Scotland plc, trading as Halifax, defaulted her credit card account. What happened In January 2024, Miss H raised a complaint with Halifax as she was unhappy that they had defaulted her credit card account and transferred the acco... (3 pages)View decision
