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 369228 results
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Decision Reference DRN-4817850
11 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4817850 The complaint Mr G complains that American Express Services Europe Limited (AMEX) blocked, then closed his account without explaining why. To put things right, Mr G wants AMEX to reinstate his account, explain its actions and pay compensation. What happened Our Investigator... (5 pages)View decision -
Decision Reference DRN-5250515
11 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5250515 The complaint Miss A complains that Wise Payments Limited didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5237989
11 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5237989 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to an employment scam. Miss M is being represented by a claims management company in this complaint. What happened In the summer of 2024, Miss M fell victim to an employment... (7 pages)View decision -
Decision Reference DRN-4817767
11 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4817767 The complaint A company I’ll call L complains that American Express Services Europe Limited (AMEX) blocked, then closed its account without explaining why. To put things right, L wants AMEX to reinstate its account, explain its actions and pay compensation. L is represente... (5 pages)View decision -
Decision Reference DRN-5228484
11 Feb 2025 Citibank UK Limited Not upheldBanking and PaymentsDRN-5228484 The complaint Mr P complains that Citibank UK Limited (Citi) closed and defaulted his account. What happened Mr P had a current account with an overdraft – in January 2024, the balance was £12,272 debit. In November 2023, Citi wrote to Mr P to advise him that the bank was wi... (3 pages)View decision -
Decision Reference DRN-4862949
11 Feb 2025 ReAssure Limited Not upheldInvestmentsDRN-4862949 The complaint Ms D complains that ReAssure Limited (‘ReAssure’) failed to stop a regular withdrawal instruction, unfairly reduced the value of her policy and hasn’t provided clear information about charges. What happened Ms D is invested in a with-profits fund held in an in... (5 pages)View decision -
Decision Reference DRN-5147970
11 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5147970 The complaint Miss M says National Westminster Bank PLC (“NatWest”) should’ve done more to protect her account from large payments which were made under duress. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In sho... (2 pages)View decision -
Decision Reference DRN-5282778
11 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5282778 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (16 pages)View decision -
Decision Reference DRN-4774112
11 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4774112 The complaint Mr R complains that Wise Payments Limited (‘Wise’) won’t refund the payments he made as the result of a scam. What happened In October 2023, Mr R was contacted via a messaging app about a job opportunity. The job involved Mr R completing tasks which reviewed a... (2 pages)View decision -
Decision Reference DRN-5296423
11 Feb 2025 Paragon Finance Plc Not upheldMortgagesDRN-5296423 The complaint Mr and Mrs H complain that Paragon Finance PLC lent them a second charge secured loan that was unaffordable for them. They also complain that the interest rate charged has been unfairly high, and they don’t believe it’s fair how much they’re still having to pay... (3 pages)View decision
