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 362196 results
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Decision Reference DRN-4661990
28 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4661990 The complaint Mr H complains that Revolut Ltd won’t refund the money he lost after falling victim to a scam. What happened Mr H is represented in this complaint by a claims management company. For simplicity I will refer to Mr H throughout this decision, even when referencing w... (3 pages)View decision -
Decision Reference DRN-4641134
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4641134 The complaint Miss E complains Barclays Bank UK PLC trading as Barclaycard incorrectly merged her details on her credit card account with another person. This person was in an Individual Voluntary Arrangement (IVA), so it had a very significant impact. What happened Miss E has ... (3 pages)View decision -
Decision Reference DRN-4477099
28 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4477099 The complaint Mr H complains that Santander UK Plc won’t refund a payment he made using his credit card. What happened In 2019, Mr H purchased a three-year repair plan from a company I’ll refer to as “S”. He paid £1,188 for the plan using his Santander credit card. The plan was... (4 pages)View decision -
Decision Reference DRN-4704598
28 Mar 2024 eToro (UK) Ltd UpheldInvestmentsDRN-4704598 The complaint Mr N complains that e-Toro (UK) Ltd failed to inform him that it didn’t operate in Malaysia and would use third party bank transfers when making payment to him and that it provided the wrong information about two payments which led to him notifying his bank of the... (6 pages)View decision -
Decision Reference DRN-4670867
28 Mar 2024 Barclays Bank UK PLC Not upheldInsuranceDRN-4670867 The complaint Mr B and Mrs B have complained that Barclays Bank UK PLC didn’t sell them a critical illness policy. What happened The background to this complaint is well known to the parties and not in dispute. In summary Mr and Mrs B spoke to a mortgage consultant from Barclay... (2 pages)View decision -
Decision Reference DRN-4607881
28 Mar 2024 Origen Financial Services Limited Not upheldInvestmentsDRN-4607881 The complaint The estate of Mr A complains that Origen Financial Services Limited (‘Origen’) failed to carry out the late Mr A’s detailed recorded investment instructions, which has resulted in significant unnecessary tax costs to the estate. The estate of Mr A also complains t... (8 pages)View decision -
Decision Reference DRN-4710756
28 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4710756 The complaint S Ltd, represented by its director, Ms D, complains that HSBC UK Bank Plc won’t reimburse money it lost to a scam. What happened On 8 March 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to respond with any further... (6 pages)View decision -
Decision Reference DRN-4531029
28 Mar 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-4531029 The complaint Mrs W complains that National Westminster Bank Plc (NatWest) has unfairly defaulted her loan account. What happened Mrs W took out a loan with NatWest for £16,650. The monthly repayment amount was £436.02. Mrs W says she accidentally cancelled her direct debit, bu... (3 pages)View decision -
Decision Reference DRN-4660766
28 Mar 2024 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-4660766 The complaint Mr A and Mrs R complain that Red Sands Insurance Company (Europe) Limited turned down a claim made under their house, contents and personal belongings policy. What happened Mr A and Mrs R hold the policy with Red Sands. Mrs R had eight bangles in a bag, but lost t... (2 pages)View decision -
Decision Reference DRN-4703110
28 Mar 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4703110 The complaint Mr E complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2018, Mr E was looking to invest some inheritance he had received and was contacted by a broker ... (4 pages)View decision
