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 370149 results
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Decision Reference DRN-5441880
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5441880 The complaint Mr D complains that Monzo Bank Ltd (Monzo) didn’t stop him from being charged £1,293.93 for a transaction that he says he didn’t authorise What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. Mr D d... (5 pages)View decision -
Decision Reference DRN-5502435
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5502435 The complaint Mrs C complains NewDay Ltd (NewDay) failed to conduct proportionate checks prior to approving her for credit. Mrs C is represented in this complaint by a claims management company but, for ease, I’ll refer to Mrs C directly throughout my decision. What happened... (7 pages)View decision -
Decision Reference DRN-5262531
27 Jun 2025 Vanguard Asset Management, Ltd Not upheldPensions and AnnuitiesDRN-5262531 The complaint Mr S is unhappy that Vanguard Asset Management, Ltd (Vanguard) has not provided him with enough information about the charges on his self-invested personal pension (SIPP) for him to be confident that these charges are correct. He would like Vanguard to provide ... (3 pages)View decision -
Decision Reference DRN-5520709
27 Jun 2025 Barclays Bank Plc Not upheldPensions and AnnuitiesDRN-5520709 The complaint Mr M complains that Barclays Bank Plc sent him an inappropriate warning e-mail saying that his trading activity looked like it could be Market Timing or Short-Term Dealing. Mr M says he found the message too strong, and he didn’t understand the terms used. Mr M... (4 pages)View decision -
Decision Reference DRN-5502715
27 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5502715 The complaint E, a limited company, complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AmEx) is incorrectly reporting the date its charge card account was defaulted to credit reference agencies. Reference to both parties includes their representatives. What happened E... (3 pages)View decision -
Decision Reference DRN-5175616
27 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5175616 Complaint Mrs B is unhappy that Wise Payments Ltd didn’t agree to refund her after she fell victim to a scam. Background In late-2023, Mrs B was contacted in connection with a job opportunity. The role was flexible in terms of the hours expected and could be completed remote... (3 pages)View decision -
Decision Reference DRN-5539079
27 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5539079 The complaint Miss L complained that U K Insurance Limited (“UKI”) treated her unfairly in the options it provided for replacing her damaged carpet, under her home contents insurance policy. What happened Miss L’s carpet was damaged due to an escape of water in her home. She... (3 pages)View decision -
Decision Reference DRN-5175613
27 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5175613 Complaint Mrs B is unhappy that Starling Bank Limited didn’t agree to refund her after she fell victim to a scam. Background In late-2023, Mrs B was contacted in connection with a job opportunity. The role was flexible in terms of the hours expected and could be completed r... (3 pages)View decision -
Decision Reference DRN-5204450
27 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5204450 Complaint Mrs B is unhappy that Bank of Scotland plc trading as Halifax didn’t agree to refund her after she fell victim to a scam. Background In late-2023, Mrs B was contacted in connection with a job opportunity. The role was flexible in terms of the hours expected and co... (3 pages)View decision -
Decision Reference DRN-5204454
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5204454 Complaint Mrs B is unhappy that Monzo Bank Ltd didn’t agree to refund her after she fell victim to a scam. Background In late-2023, Mrs B was contacted in connection with a job opportunity. The role was flexible in terms of the hours expected and could be completed remotely... (3 pages)View decision
