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-5698554
17 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5698554 The complaint Mrs B complains that Lloyds Bank PLC revoked access to Internet banking for her son Mr B when they registered a replacement attorney under her power of attorney (POA) document. Mr B represents Mrs B. What happened Lloyds had registered a power of attorney under... (2 pages)View decision -
Decision Reference DRN-5483637
17 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5483637 The complaint Mr D complains that J.P. Morgan Europe Limited trading as Chase failed to notice that he was spending considerable sums on gambling. And that it refused to raise chargeback disputes in respect of these transactions. What happened Mr D says that between November... (3 pages)View decision -
Decision Reference DRN-5205774
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5205774 The complaint Mr M and Mrs A complain that Santander Bank Plc (Santander) refuse to refund a transaction on their account they did not consent to. What happened Mr M and Mrs A raised concerns when it came to their attention that £200 had been withdrawn from their joint acco... (3 pages)View decision -
Decision Reference DRN-5698000
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5698000 The complaint Mr F complains that Revolut Ltd (“Revolut”) didn’t raise chargebacks for gambling transactions made to overseas casinos. Mr F says the casinos weren’t licenced in the UK and essentially operated a scam. What happened Mr F has a bank account with Revolut. He co... (3 pages)View decision -
Decision Reference DRN-5547084
17 Jul 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5547084 The complaint Miss S complains National Savings and Investments hasn’t paid her the proceeds of a bond that her parents opened for her. What happened Miss S’s parents opened a capital bond for her when she was a child. In January 2025 Miss S contacted National Savings and In... (2 pages)View decision -
Decision Reference DRN-5700033
17 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5700033 The complaint Mr M complains that a car supplied to him, using a hire purchase agreement taken out with BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“Alphera”), was misrepresented. What happened Mr M referred a complaint to us along with his rep... (4 pages)View decision -
Decision Reference DRN-5543006
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5543006 The complaint Mr V is unhappy with the way Santander UK Plc dealt with a claim for money for a hotel stay he paid for using his credit card. What happened Mr V booked a hotel stay in August 2024 for seven nights with a supplier I’ll call Z. He paid around £2,800 using his c... (4 pages)View decision -
Decision Reference DRN-5292912
17 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5292912 The complaint and background Mr H complains that Wise Payments Limited (“Wise”) didn’t do enough to protect him when he fell victim to an investment scam in October 2023, resulting in the loss of over £11,000 from his Wise account. Our investigator didn’t uphold the complain... (2 pages)View decision -
Decision Reference DRN-5695550
17 Jul 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5695550 The complaint Mr W complains about how HCC International Insurance Company Plc trading as Tokio Marine HCC (“HCC”) handled a claim under his caravan insurance policy. What happened Mr W held a caravan holiday homes / chalets and leisure lodge insurance policy, provided by H... (6 pages)View decision -
Decision Reference DRN-5140694
17 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5140694 The complaint Mr A complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) didn’t uphold a claim he made about a mis-sold sofa. What happened In February 2024, Mr A placed an order for a sofa in-store with a company I’ll call “N”. He says he... (3 pages)View decision
