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 369228 results
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Decision Reference DRN-5488123
8 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5488123 The complaint Mr and Mrs S have complained that Inter Partner Assistance SA (IPA) declined a cancellation claim they made on a travel insurance policy. As it is Mr S leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs... (2 pages)View decision -
Decision Reference DRN-5509799
8 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5509799 The complaint Mr D complaints HSBC UK Bank Plc unfairly closed his account and wrongfully retained funds. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. On 27 June 2024 Mr D received a payment in... (3 pages)View decision -
Decision Reference DRN-5446555
8 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5446555 The complaint Mr F is unhappy that Bank of Scotland plc trading as Halifax haven’t refunded money he lost as a result of a scam. Mr F is being represented by a claims management company but, for ease of reading, I’ll only refer to Mr F in the decision. What happened The de... (4 pages)View decision -
Decision Reference DRN-5544632
8 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5544632 The complaint Mr F is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. Mr F is being represented by a claims management company but, for ease of reading, I’ll only refer to Mr F in the decision. What happened The detailed background to this... (4 pages)View decision -
Decision Reference DRN-5295443
8 May 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5295443 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (‘BMWFS’) was of an unsatisfactory quality. Mr O has been represented during the claim and complaint process by Miss O. For ease of reference, ... (3 pages)View decision -
Decision Reference DRN-4942870
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4942870 The complaint Miss I complains that Barclays Bank UK PLC didn’t do enough to protect her when she fell victim to a scam. What happened Miss I arranged to buy some designer items from someone after seeing the items advertised through a reputable second hand company. However, ... (2 pages)View decision -
Decision Reference DRN-5503179
8 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5503179 The complaint Mr and Mrs S complain that Nationwide Building Society (‘Nationwide’) should pay them more compensation than it has offered, after admitting it made a mistake when opening their new joint account. What happened In November 2024, Mr and Mrs S visited a Nationwi... (3 pages)View decision -
Decision Reference DRN-5361262
8 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5361262 The complaint X complains Wise Payments Limited closed his account without reason and have retained the account balance. X is represented on this complaint, but I will refer to X directly throughout. What happened The detailed background to this complaint is well known to ... (3 pages)View decision -
Decision Reference DRN-5352189
8 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5352189 The complaint Mr W complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr W applied for a credit card with Aqua in January 2019. In his application, Mr W said he was emp... (3 pages)View decision -
Decision Reference DRN-5228832
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5228832 The complaint Mrs M complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Mrs M told us she learnt about an investment trading company on TV and after reviewing its website decided to invest. She said she started wit... (4 pages)View decision
