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 384131 results
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Decision Reference DRN-5402725
31 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5402725 The complaint Miss H has complained that Starling Bank Limited (“Starling”) didn’t block all of her gambling transactions, despite informing Starling of her gambling issues on 24 July 2022. What happened In July 2022, Miss H contacted Starling to explain that she had an iss... (3 pages)View decision -
Decision Reference DRN-5138873
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5138873 The complaint Miss D complains that Lloyds Bank PLC (Lloyds) won’t refund money she lost in an investment scam. What happened What Miss D says: Miss D was planning her forthcoming wedding and was short of money. So, she was looking to find ways of increasing her income. She... (5 pages)View decision -
Decision Reference DRN-5400327
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5400327 The complaint Mr T is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr T fell victim to a job scam. I understand he was looking online for work when he received... (5 pages)View decision -
Decision Reference DRN-5426835
31 Mar 2025 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5426835 The complaint Mrs H complains to Dignity Funerals Limited about the outstanding balance on her pre-paid funeral plan. Mrs H is represented by a relative, but as Mrs H is the plan holder, I’ll refer to her throughout. What happened To summarise, in October 2019, Mrs H took ... (4 pages)View decision -
Decision Reference DRN-5440811
31 Mar 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5440811 The complaint Mr A’s complaint is about the rejection of a claim under his mobile phone insurance policy with Assurant General Insurance Limited. What happened In November 2024, Mr A contacted Assurant to make a claim, as he had lost his phone while out walking. Assurant a... (5 pages)View decision -
Decision Reference DRN-5428070
31 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5428070 The complaint Mr P complains HSBC UK Bank Plc trading as first direct haven’t treated him fairly regarding the overdraft on his current account. A representative has supported Mr P in bringing this complaint, but for simplicity I’ll just refer to him in this decision. What h... (3 pages)View decision -
Decision Reference DRN-4952078
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4952078 The complaint Mr T is being represented by a claims manager. He’s complaining about Barclays Bank UK PLC because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr T fell victim to a job scam. I understand he was looking online for work when he... (4 pages)View decision -
Decision Reference DRN-5364075
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5364075 The complaint and what happened Mr F complains Monzo Bank Ltd won’t refund him the money he lost, after he fell victim to an Authorised Push Payment (“APP”) scam. Mr F was approached by a friend about an investment opportunity. He’s told us he was keen on investing and had ... (4 pages)View decision -
Decision Reference DRN-5344103
31 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5344103 The complaint Mr M complains that Capital One (Europe) plc didn’t complete verification checks when he contacted it about his credit card account. What happened Mr M says when he contacted Capital One to discuss his account in October 2024, it o... (2 pages)View decision -
Decision Reference DRN-5027495
31 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5027495 The complaint Miss H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money she lost to a scam. Miss H has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For c... (3 pages)View decision
