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 381196 results
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Decision Reference DRN-4727402
27 Sep 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4727402 The complaint Mr F complains about the balance of a fixed sum loan agreement with Telefonica UK Limited trading as O2, which he says was opened in his name without his authority. What happened In May 2019, Mr F took out an agreement with Telefonica to get a mobile telephone ... (4 pages)View decision -
Decision Reference DRN-4934705
27 Sep 2024 PayPal UK Ltd UpheldBanking and PaymentsDRN-4934705 The complaint Mr B complains that PayPal UK Ltd (PayPal) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this... (3 pages)View decision -
Decision Reference DRN-5047241
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5047241 The complaint Mrs O has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to an investment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the... (3 pages)View decision -
Decision Reference DRN-4913774
27 Sep 2024 esure Insurance Limited UpheldInsuranceDRN-4913774 The complaint Mr J complains that his motor insurer, esure Insurance Limited (‘esure’), undervalued his car after it was declared a total loss. He is also unhappy about the delays in his claim being progressed and wants to be compensated. What happened Mr J’s car was stolen... (4 pages)View decision -
Decision Reference DRN-5044212
27 Sep 2024 Ageas Insurance Limited UpheldInsuranceDRN-5044212 The complaint Mr S is unhappy Ageas Insurance Limited hasn’t paid him anything after he made a claim for vandalism to his car. He’s also unhappy it won’t return his car to him. What happened In March 2023 Mr S contacted Ageas to claim for vandalism damage inflicted to his ca... (3 pages)View decision -
Decision Reference DRN-5010631
27 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5010631 The complaint Miss M complains that The Royal Bank of Scotland Plc (‘RBS’) failed to protect her as a vulnerable customer by allowing her to spend significant amounts on gambling. What happened Miss M’s spending pattern changed during April 2023. There were occasions after ... (3 pages)View decision -
Decision Reference DRN-4986286
27 Sep 2024 Zempler Bank Limited UpheldBanking and PaymentsDRN-4986286 The complaint S and S (X Ltd) complain that Zempler Bank Limited trading as Cashplus Bank (CPlus) won’t refund all the money the company lost in a safe account scam. What happened The customer involved here is a limited company – which I will refer to as ‘X Ltd’ in this deci... (6 pages)View decision -
Decision Reference DRN-4965052
27 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4965052 The complaint Miss H complains that Starling Bank Limited allowed gambling transactions to debit from her account while she had a gambling block turned on and that it failed to take action when it could see her making repeated large transactions. What happened Miss H has a ... (4 pages)View decision -
Decision Reference DRN-4853300
27 Sep 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4853300 The complaint Mr M complains that The Royal Bank of Scotland Plc (‘RBS’) didn’t do enough to protect him when he was scammed while attempting to recover returns from another scam investment. What happened The details of this complaint are well known to both parties, so I wil... (2 pages)View decision -
Decision Reference DRN-4853331
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4853331 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him when he was scammed into buying cryptocurrency to invest and recover returns from another scam investment. What happened The details of this complaint are well known to both parties, so I will not ... (2 pages)View decision
