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 380824 results
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Decision Reference DRN-5125872
5 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5125872 The complaint Mrs S, through a representative, complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in full here. Instea... (2 pages)View decision -
Decision Reference DRN-4997103
5 Nov 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-4997103 The complaint Mr D complains Capital One (Europe) plc trading as Capital One, treated him unfairly by not refunding the money he paid, using his credit card, for an item that wasn’t delivered. What happened Mr D purchased a luxury bag online from a retailer I’ll refer to as... (4 pages)View decision -
Decision Reference DRN-5078560
5 Nov 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5078560 The complaint Mr H complains that National Westminster Bank Plc (NatWest) blocked him from withdrawing cash from his account, causing him difficulties with his building work. What happened In June 2024 Mr H went into a branch of NatWest requesting to withdraw £7,000 cash for... (2 pages)View decision -
Decision Reference DRN-5043187
5 Nov 2024 Tesco Underwriting Limited UpheldInsuranceDRN-5043187 The complaint Mr E was unhappy with the delays he experienced with his motor claim under his policy with Tesco Underwriting Limited (“Tesco”) which led to him been unfairly exposed to a significantly higher renewal premium. What happened Mr E was left frustrated with the del... (3 pages)View decision -
Decision Reference DRN-5122115
5 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5122115 The complaint Mr C complains that Bank of Scotland plc trading as Halifax hasn’t refunded him the money he lost as the result of a scam. What happened Both parties accept that Mr C was the victim of a scam when he made two Faster Payments transfers from his Halifax account i... (6 pages)View decision -
Decision Reference DRN-5055791
5 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5055791 The complaint Mr A 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 2019, Mr A was told about an opportunity to invest in a property development company by an investm... (3 pages)View decision -
Decision Reference DRN-5081600
5 Nov 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5081600 The complaint Miss Z is unhappy with what Amtrust Europe Limited did after she made a claim on her legal expenses insurance policy. What happened Miss Z contacted Amtrust in January 2024. She sought assistance from her policy with a judicial review (JR) she’d made against he... (3 pages)View decision -
Decision Reference DRN-5086891
5 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5086891 The complaint Mr D complains that Barclays Bank UK PLC failed to provide him with advice about investing a large lump sum that was in his current account and he has missed out on interest. What happened In 2019 Mr D deposited over £600,000 into his Barclays account. He want... (3 pages)View decision -
Decision Reference DRN-5125037
5 Nov 2024 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5125037 The complaint Mrs S complains Helvetia Global Solutions LTD (Helvetia) unfairly settled her claim on her accidental damage insurance policy Helvetia are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. As Hel... (3 pages)View decision -
Decision Reference DRN-4926028
5 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4926028 The complaint Mr P complains that Revolut Ltd hasn’t refunded him after he fell victim to a scam. What happened I issued my provisional decision for this complaint on 16 October 2024. I’ve included a copy at the end of this final decision. In it I set out the background to t... (10 pages)View decision
