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 360264 results
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Decision Reference DRN-4524351
1 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4524351 The complaint Mr S complains that Barclays Bank UK PLC (“Barclays”) haven’t provided a full refund for money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving t... (2 pages)View decision -
Decision Reference DRN-4644082
1 Mar 2024 Vanguard Asset Management, Ltd UpheldInvestmentsDRN-4644082 The complaint Mrs W complains that Vanguard Asset Management Ltd transferred the funds in her Vanguard account to a third party without her consent. What happened Ms W had an investment account with Vanguard which was contacted by solicitors acting for Mr G in court proceedings... (4 pages)View decision -
Decision Reference DRN-4438421
1 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4438421 The complaint Mr A complains that Revolut Ltd won’t refund money he lost, after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But briefly, I understand it to ... (2 pages)View decision -
Decision Reference DRN-4370973
1 Mar 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4370973 The complaint Mr K complaints that American Express Services Europe Limited (AESEL) unreasonably closed his credit card account. He believes they’ve discriminated against him. He would like the account reinstated. What happened Mr K had an account with Amex, which he made regul... (3 pages)View decision -
Decision Reference DRN-4654046
1 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4654046 Complaint Ms A is unhappy that HSBC UK Bank Plc didn’t reimburse her after she fell victim to an investment scam. Background In May 2022, Ms A fell victim to an investment scam. She’d purchased a book online several months earlier because she wanted to learn more about investme... (4 pages)View decision -
Decision Reference DRN-4424217
1 Mar 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4424217 The complaint Mr C is unhappy because J P Morgan Europe Limited trading as Chase (“Chase”) declined his chargeback claim. What happened Mr C purchased tickets online for a theme park and paid £376 using his Chase debit card. On arriving at the park Mr C found that most of the r... (3 pages)View decision -
Decision Reference DRN-4559998
1 Mar 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4559998 The complaint Mr W complains Startline Motor Finance Limited (SMFL) irresponsibly approved a hire purchase agreement which he couldn’t afford. What happened In June 2021 Mr W entered into the hire purchase agreement which was a refinancing of a previous hire purchase. The cash... (6 pages)View decision -
Decision Reference DRN-4624962
1 Mar 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4624962 The complaint Mr and Mrs F complain that Admiral Insurance (Gibraltar) Limited hasn’t fully settled a claim they made under their home insurance policy. Mr and Mrs F are represented in this complaint by Mrs S. Admiral is the underwriter of this policy i.e. the insurer. Part of ... (3 pages)View decision -
Decision Reference DRN-4652122
1 Mar 2024 PREPAID FINANCIAL SERVICES LIMITED Not upheldBanking and PaymentsDRN-4652122 The complaint Mr E complains that Prepaid Financial Services Limited won’t refund disputed transactions carried out from his account. What happened Mr E had an account with an agent, I’ll call S, acting on behalf of Prepaid Financial Services. For ease I’ll refer to Prepaid Fin... (3 pages)View decision -
Decision Reference DRN-4575270
1 Mar 2024 Allianz Insurance Plc Not upheldInsuranceDRN-4575270 The complaint Y, a limited company, complains Allianz Insurance Plc turned down a business interruption and contents claim it made. What happened Y is a dry cleaners. In May 2017 there was a fire at its premises which caused significant damage and meant it was unable to trade. ... (4 pages)View decision
