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-5307659
11 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5307659 The complaint Mr M complains that J.P. Morgan Europe Limited trading as Chase didn’t credit his account with the right amount of interest. What happened In July 2024 Mr M says he opened a Chase savings account with a deposit of £80,000. A few months later Mr M noticed his a... (3 pages)View decision -
Decision Reference DRN-5052222
11 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5052222 The complaint A company, which I will refer to as M, complains that Lloyds Bank Plc initially agreed to provide an overdraft facility, then changed its mind and refused to reinstate M’s overdraft. What happened M’s director told us: He has been a loyal customer of Lloyds... (3 pages)View decision -
Decision Reference DRN-5322014
11 Feb 2025 The Co-operative Bank Plc UpheldMortgagesDRN-5322014 The complaint Mrs G complains about how Co-operative Bank Plc (Co-op) stored the title deeds to her home. What happened In 1986, Mrs G took out a joint mortgage with her now ex-husband. The mortgage was with Britannia Building Society, which is now part of Co-op. I’ll refer ... (3 pages)View decision -
Decision Reference DRN-4865241
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4865241 The complaint Mr O is unhappy that Monzo Bank Ltd closed his account and loaded a Credit Industry Fraud Avoidance System (‘Cifas’) marker against him. What happened Mr O opened an account with Monzo in April 2023. Shortly after this, on 3 May 2023 Monzo closed Mr O’s accoun... (3 pages)View decision -
Decision Reference DRN-5322719
11 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5322719 The complaint Mr B complains Wise Payments Limited made mistakes when payments intended for his account weren’t applied to it. What happened A summary of what happened is below. Mr B arranged to have transfers sent to his Wise account. Wise’ security systems flagged these fo... (2 pages)View decision -
Decision Reference DRN-5116881
11 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5116881 The complaint Mr F complained because Santander UK Plc refused to refund him for transactions which he said he hadn’t authorised. What happened On 3 June 2024, Mr F arrived on holiday abroad. He found that credit cards weren’t widely accepted in the country where he was sta... (3 pages)View decision -
Decision Reference DRN-4805976
11 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4805976 Complaint Ms H is unhappy that Revolut Ltd did not reimburse her after she fell victim to an investment scam. Background Ms H came across an advertisement on social media promoting cryptocurrency investments. The advert appeared to be endorsed by a well-known public figure. ... (7 pages)View decision -
Decision Reference DRN-5076842
11 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5076842 The complaint Mr and Mrs W complain that Aviva Insurance Limited (Aviva) has unfairly refused to meet a claim made on their private medical insurance policy. What happened The background of this complaint is well known so I won’t go into too much detail here. But in summary:... (3 pages)View decision -
Decision Reference DRN-5312789
11 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5312789 The complaint Mr R has complained about the way Aviva Insurance Limited (‘Aviva’) dealt with his claim and that it unfairly withdrew cover when he was unwell and abroad. All reference to Aviva includes any agents acting on its behalf. What happened Mr and Mrs R have a repr... (8 pages)View decision -
Decision Reference DRN-5172445
11 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5172445 The complaint Mr W complains that Nationwide Building Society lent to him irresponsibly. What happened Mr W has had a current account with Nationwide since May 2007. In December 2015, he applied for an overdraft limit which was agreed and later increased as follows: Date Ev... (4 pages)View decision
