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-5626184
21 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5626184 Complaint Mr and Mrs C are unhappy that National Westminster Bank Public Limited Company (NatWest) didn’t reimburse them after they reported falling victim to a scam. Although these losses were sustained on joint accounts, it was Mrs C who had all contact with the fraudsters... (4 pages)View decision -
Decision Reference DRN-5626124
21 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5626124 Complaint Mrs C is unhappy that J.P. Morgan Europe Limited (trading as Chase) didn’t reimburse her after they reported falling victim to a series of scams. Background The background to this complaint is well known to the parties and was set out in considerable detail by th... (3 pages)View decision -
Decision Reference DRN-5817406
21 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5817406 The complaint Ms A complains that American Express Services Europe Limited (Amex) has treated her unfairly regarding a transaction on her credit card for a hotel booking. What happened On 7 September 2024, Ms A paid £664 to a booking agent, who I’ll call S. The payment was m... (3 pages)View decision -
Decision Reference DRN-5514632
21 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5514632 The complaint Mr L complains J.P. Morgan Europe Limited trading as Chase declined to refund money he thought he paid to a legitimate online casino which he says is a scam, as it doesn’t have a license to operate in the UK. Mr L is also unhappy with the service he received af... (4 pages)View decision -
Decision Reference DRN-5518973
21 Oct 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5518973 The complaint Mr R has complained about the way Telefonica UK Limited trading as O2 dealt with him when he sought to end a fixed sum loan agreement he’d taken out to buy a device. What happened The circumstances of the complaint are well known to the parties, so I’m not goi... (2 pages)View decision -
Decision Reference DRN-5864355
21 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5864355 The complaint Mr S complains that, following a claim on his motor insurance policy U K Insurance Limited trading as Privilege (UKI) didn’t get an engineer to call him to discuss the value of his car, undervalued it and sold the salvage without his consent. What happened Mr S... (4 pages)View decision -
Decision Reference DRN-5896118
21 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5896118 The complaint Mr S complains that Bank of Scotland Plc trading as Halifax (“Halifax”) won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in su... (3 pages)View decision -
Decision Reference DRN-5709180
21 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5709180 The complaint Mr C complains Legal and General Assurance Society Limited (Legal and General) unfairly declined the claim he made under an income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summ... (3 pages)View decision -
Decision Reference DRN-5863605
21 Oct 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5863605 The complaint Mr H complains that Western Circle Ltd trading as Cashfloat declined his loan application despite a prior pre-approval. What happened In August 2025 Mr H received a notification that he had been pre-approved for a loan from Cashfloat. Mr H submitted a full appl... (2 pages)View decision -
Decision Reference DRN-5645959
21 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5645959 The complaint Mrs O complains that Barclays Bank UK PLC hasn’t reimbursed money she lost to an investment scam. What happened Mrs O became aware of B Ltd – a supposed investment company – through a webinar run by a property, business, and wealth education company. The direct... (4 pages)View decision
