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-5045407
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5045407 The complaint Mr C has complained Revolut Ltd won’t refund him for transactions he didn’t make. What happened After being out for drinks with friends, Mr C felt ill and ended up coming off the bus home and collapsing on the street. His belongings – including his phone and a ... (3 pages)View decision -
Decision Reference DRN-5073240
25 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5073240 The complaint Mrs D isn’t happy with Barclays Bank UK PLC. Mrs D was receiving texts and mobile app alerts that she didn’t want. Mrs D said she wanted the weekly update in her online app to be sent every Friday. Mrs D said she’d like compensation for the distress and inconv... (3 pages)View decision -
Decision Reference DRN-5026035
25 Oct 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-5026035 The complaint L complains Zempler Bank Limited, trading as Cashplus Bank, blocked their account and failed to properly carry out its due diligence causing significant avoidable delay. L say Cashplus’ actions caused it substantive financial loss and inconvenience. To keep mat... (5 pages)View decision -
Decision Reference DRN-4971818
25 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4971818 The complaint Miss N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In 2024 Miss N got a query from Monzo about a payment of £500 she’d received into her account. She told them she’d sold an item ... (2 pages)View decision -
Decision Reference DRN-4839231
25 Oct 2024 Freetrade Limited Not upheldInvestmentsDRN-4839231 The complaint Mr S complains he bought shares based on incorrect pricing information Freetrade Limited displayed for a share which he otherwise wouldn’t have bought. What happened Mr S bought 1,357 shares in a company I’ll refer to as ‘H’ on 12 October 2023 at a cost of £27... (3 pages)View decision -
Decision Reference DRN-4783313
25 Oct 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4783313 The complaint Miss M complains eToro (UK) Ltd failed to protect her account from an unauthorised third party attempting to access her investments. What happened Miss M had a trading account with eToro. As of September 2023, she held a series of open positions within her acc... (3 pages)View decision -
Decision Reference DRN-4960987
25 Oct 2024 ClearBank Limited Not upheldBanking and PaymentsDRN-4960987 The complaint S, a limited company, complains that ClearBank Limited (trading as Tide) won’t refund the money it lost in an impersonation scam. Mr D is a director of S and is being represented by a third party, but I’ll refer to S and Mr D for ease of reading. What happene... (3 pages)View decision -
Decision Reference DRN-4861859
25 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4861859 The complaint Mr R is unhappy Lloyds Bank PLC (“Lloyds”) hasn’t refunded him, in full, the money he lost after falling victim to an Authorised Push Payment (“APP”) car purchase scam. What happened The details of this case have been clearly set out by our Investigator. As su... (4 pages)View decision -
Decision Reference DRN-4987900
25 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4987900 The complaint Mrs P has complained about the way in which Ageas Insurance Limited (‘Ageas’) handled her claim for theft of items under her home insurance policy. For the avoidance of doubt, the term ‘Ageas’ includes it agents and representatives for the purposes of this deci... (4 pages)View decision -
Decision Reference DRN-4605279
25 Oct 2024 Close Brothers Limited Not upheldConsumer CreditDRN-4605279 The complaint Mr F complains that he was misled into entering a conditional sale agreement (“agreement”) with Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) for a used car. What happened In November 2019 Mr F entered into an agreement with ... (3 pages)View decision
