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 351935 results
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Decision Reference DRN-4895767
14 Nov 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4895767 The complaint Mr B has complained Zopa Bank Limited is asking him to repay a fixed-sum loan he took out as the result of a fraudulent scam. What happened In November 2023, Mr B realised he’d been the victim of a scam after having been persuaded to take out loans to make cryp... (2 pages)View decision -
Decision Reference DRN-4744671
14 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4744671 The complaint Mr C complains that Barclays Bank UK PLC (“Barclays”) won’t refund money he lost when he fell victim to an investment scam. Mr C is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to bot... (2 pages)View decision -
Decision Reference DRN-5145871
14 Nov 2024 Mathews Comfort Financial Services Limited UpheldInvestmentsDRN-5145871 The complaint Mrs C and the estate of Mr C, represented by Mrs P in her capacity as executor of the estate, complains that Mathews Comfort Financial Services Limited (MCF) gave Mrs C and the late Mr C unsuitable advice to invest in two Enterprise Investment Schemes (EIS). Wh... (12 pages)View decision -
Decision Reference DRN-5092247
14 Nov 2024 Aviva Insurance Limited UpheldInsuranceDRN-5092247 The complaint Mr S is unhappy that Aviva Insurance Limited (Aviva) partially settled his private medical insurance claim. What happened Mr S has a private medical insurance policy with Aviva. In January 2024, Mr S was unfortunately unwell and went into Accident and Emergency... (3 pages)View decision -
Decision Reference DRN-5145912
14 Nov 2024 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5145912 The complaint Mr S is complaining about American Express Services Europe Limited (AESEL) because it refused to set up a direct debit from his preferred account for payments to his credit card. What happened Mr S has a credit card account with AESEL. He wanted to set up a dir... (2 pages)View decision -
Decision Reference DRN-5146273
14 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5146273 The complaint Mr Z complains that Revolut Ltd didn’t do enough to protect him when he was buying cryptocurrency to send to an employment scam. What happened In mid-May 2023, Mr Z was contacted via a messenger service with a job advert. It involved him reviewing hotel package... (3 pages)View decision -
Decision Reference DRN-4789971
14 Nov 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4789971 The complaint Mr S says Capital One (Europe) plc (“Capital One”) refuses to refund him for fraudulent transactions on his account. What happened Mr S says he noticed two transactions on his account for £600 each, but these transactions are fraudulent. Mr S says he only agree... (2 pages)View decision -
Decision Reference DRN-4924138
14 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4924138 The complaint A company which I’ll refer to as A complains that Santander UK Plc (‘Santander’) won’t refund the money it lost. Mr G, who is a director of A, brings this complaint on A’s behalf. What happened Mr G says that he was persuaded to make an investment for A with a ... (4 pages)View decision -
Decision Reference DRN-5018590
14 Nov 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5018590 The complaint Mrs M complains about a car she acquired with credit provided by BMW Financial Services (GB) Limited (“BMWFS”). What happened In July 2021 Mrs M entered into a regulated hire purchase agreement with BMWFS to fund her purchase of a used car. The car was about si... (2 pages)View decision -
Decision Reference DRN-4935476
14 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4935476 The complaint Mr W is disputing a transaction that debited his account with Starling Bank Limited and would like this to be refunded. What happened Mr W visited a shopping centre on 1 February 2024 and recalls having his wallet, which contained his Starling debit card, wit... (5 pages)View decision
