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 367928 results
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Decision Reference DRN-4714349
28 Mar 2024 Ageas Insurance Limited UpheldInsuranceDRN-4714349 The complaint Mr J has complained about his motor insurer Ageas Insurance Limited regarding it avoiding his policy (treating it as though it had never existed) and, by association, declining his claim. He’s also unhappy that it kept his car and cancelled another policy for a di... (6 pages)View decision -
Decision Reference DRN-4582927
28 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4582927 Complaint Mr N is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t reimburse him after he fell victim to an investment scam. Background In November 2022, Mr N fell victim to an investment scam. He’d noticed a post on a social media website that advertis... (3 pages)View decision -
Decision Reference DRN-4713983
28 Mar 2024 Bamboo Limited Not upheldConsumer CreditDRN-4713983 The complaint Mrs M complains Bamboo Limited trading as Bamboo Loans irresponsibly provided her with an unaffordable loan. What happened Mrs M was provided with a £3,000 loan by Bamboo in December 2017. The loan was repayable over 36 monthly instalments of around £146 and had a... (4 pages)View decision -
Decision Reference DRN-4450308
28 Mar 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4450308 The complaint Mr H complains that National Westminster Bank Plc (NatWest) – as the recipient bank, didn’t do enough to prevent him losing money to an alleged scam. What happened The background to the complaint is known to both parties and so I won’t repeat it at length here. In... (3 pages)View decision -
Decision Reference DRN-4520047
28 Mar 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4520047 The complaint Mr D, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2019 Mr D acquired a used car financed by a con... (3 pages)View decision -
Decision Reference DRN-4600589
28 Mar 2024 HSBC UK Bank Plc Not upheldConsumer CreditDRN-4600589 The complaint Mr W says HSBC UK Bank Plc (HSBC) were unreasonable to register a default on his credit file. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. W... (2 pages)View decision -
Decision Reference DRN-4714236
28 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4714236 The complaint Mr and Mrs M complains that HSBC UK Bank Plc didn’t do enough to protect them from the financial harm caused by an investment scam, or to help them recover the money once they’d reported the scam to it. What happened The detailed background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-4633862
28 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4633862 The complaint Miss D is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost when she fell victim to an advanced fee scam. What happened The background to this complaint is well known to both parties and was set out in the investigator’s view of 2 November 2023... (5 pages)View decision -
Decision Reference DRN-4444438
28 Mar 2024 Barclays Bank UK PLC Not upheldMortgagesDRN-4444438 The complaint Mr M complains that Barclays have unfairly declined his requests to extend his interest-only mortgage, convert it to a capital repayment mortgage and take out further borrowing. What happened Mr M took out an interest-only mortgage with Standard Life which was lat... (5 pages)View decision -
Decision Reference DRN-4710636
28 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4710636 The complaint X is unhappy Barclays Bank UK PLC (“Barclays”) hasn’t reimbursed him after he transferred money to a fraudster as part of a purchase scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail again here. How... (4 pages)View decision
