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 344609 results
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Decision Reference DRN-4496422
13 Aug 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4496422 The complaint Mr C complains PayPal (Europe) Sarl et Cie SCA, “Paypal”, refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr C says several transactions which took place on 8 and 9 September 2023 via his Paypal account were not ... (2 pages)View decision -
Decision Reference DRN-4663746
13 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4663746 The complaint Miss B complains that Lloyds Bank PLC (‘Lloyds’) should pay more compensation than offered so far in connection with its admitted poor service concerning problems using her debit card. What happened Miss B unexpectedly found she was unable to use her debit car... (3 pages)View decision -
Decision Reference DRN-4882543
13 Aug 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4882543 The complaint Mr T has complained that Wise Payments Limited (“Wise”) failed in its duty to protect him from an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summarise the... (3 pages)View decision -
Decision Reference DRN-4696188
13 Aug 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4696188 The complaint T says Starling Bank Limited (“Starling”) have only partially refunded it for the disputed transactions on its account and it would like it to refund the rest. What happened There is no dispute here that the transactions T complained about after losing its phon... (2 pages)View decision -
Decision Reference DRN-4745627
13 Aug 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4745627 The complaint Mrs O complains that J.P. Morgan Limited (trading as Chase) (Chase) closed her account. She is also unhappy about how long Chase took to release her account balance. What happened The detailed background of this complaint is well known to both parties. So, I’ll... (3 pages)View decision -
Decision Reference DRN-4673656
13 Aug 2024 Action 365 Ltd UpheldInsuranceDRN-4673656 The complaint Miss S has complained about the way Action 365 Ltd administered the cancellation of her commercial motor insurance policy and the amount it charged her when it was cancelled. Any reference to Action 365 includes its agents. What happened The background to this ... (2 pages)View decision -
Decision Reference DRN-4850652
13 Aug 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4850652 The complaint Mr R complains about the quality of a car supplied to him on finance by Mercedes-Benz Financial Services UK Limited (‘MBFS’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflec... (4 pages)View decision -
Decision Reference DRN-4848664
13 Aug 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4848664 The complaint Mr and Mrs B complain that National Westminster Bank Plc (“NatWest”) did not refund a series of transactions they say they lost to a scam. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. I... (3 pages)View decision -
Decision Reference DRN-4677131
13 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4677131 The complaint Mr T complains that Revolut Ltd did not refund the money he lost as part of a scam. What happened Mr T shared sensitive credit card information from a third-party bank when he was in a vulnerable state. He quickly realised this and cancelled the card, but the f... (3 pages)View decision -
Decision Reference DRN-4791708
13 Aug 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4791708 Complaint Mr A is unhappy that HSBC UK Bank Plc didn’t refund him after he told it he’d fallen victim to a scam. Background In 2019, Mr A heard an advertisement for an investment opportunity with a company that I’ll refer to as B. B was promoting a scheme under which investo... (5 pages)View decision