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 369227 results
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Decision Reference DRN-5516823
29 Apr 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5516823 The complaint Mr A complains that J.P. Morgan Europe Limited trading as Chase won’t refund money he lost when he fell victim to a car purchase scam. What happened Mr A saw a car for sale, on a well-known e-commerce marketplace, that he was interested in buying. He says he c... (5 pages)View decision -
Decision Reference DRN-5277211
29 Apr 2025 St Andrew's Insurance plc Not upheldInsuranceDRN-5277211 The complaint Mrs G has complained about the way that St. Andrew’s Insurance Plc has handled a claim she made on a mortgage payment protection insurance policy and that it has stopped payments. What happened Mrs G made a sickness claim on the policy which St. Andrew’s start... (5 pages)View decision -
Decision Reference DRN-5395470
29 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5395470 The complaint Mr H is unhappy with the service provided by Aviva Insurance Limited (Aviva) when dealing with a claim under his home emergency insurance policy. Aviva is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed o... (3 pages)View decision -
Decision Reference DRN-5514482
29 Apr 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5514482 The complaint Mr T complains that Capital One (Europe) Plc (Capital One) acted irresponsibly in granting him two credit card accounts, as he says they were unaffordable for him. What happened Mr T took out a credit card with Capital One in 2010. The credit limit was £200. In... (4 pages)View decision -
Decision Reference DRN-5081976
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5081976 The complaint Mr O has complained Barclays Bank UK PLC won’t refund numerous transactions he says he didn’t authorise. What happened From November 2021 Mr O was in prison. During this period, he’d tried to get Barclays to change his address so he could have statements sent t... (2 pages)View decision -
Decision Reference DRN-5214384
29 Apr 2025 Solium Capital UK Limited Not upheldInvestmentsDRN-5214384 The complaint Mr M complains that Solium Capital UK Limited didn’t fully explain what was required to ensure the transfer of his Save As You Earn (SAYE) shares completed in the 2023/24 tax- year. What happened Mr M transferred some of his SAYE shares from his account with So... (2 pages)View decision -
Decision Reference DRN-5507644
29 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5507644 The complaint Mr A complains that Lloyds bank PLC (‘Lloyds’) rejected his credit application and didn’t explain why. What happened Mr A applied for a credit card with Lloyds. They declined his application because he didn’t meet their “scoring” and that having consider his cr... (2 pages)View decision -
Decision Reference DRN-5517109
29 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5517109 The complaint Mr A and Ms A complain that Royal & Sun Alliance Insurance Limited offered a cash settlement which wasn’t the true cost of their repairs following a flood, and that they caused delays in the settlement process. What happened Mr A and Ms A held buildings an... (5 pages)View decision -
Decision Reference DRN-5517053
29 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5517053 The complaint Mr D complains that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent him losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (5 pages)View decision -
Decision Reference DRN-5270178
29 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5270178 The complaint Mr K has complained Santander UK plc won’t refund him £300 he lost as the result of a mugging. What happened In October 2024 Mr K went into a Santander branch and withdrew £300. He left the branch and was the victim of a mugging. The money he’d just withdrawn w... (2 pages)View decision
