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 381196 results
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Decision Reference DRN-5822031
25 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5822031 The complaint Miss K complains that Monzo Bank Ltd won’t refund payments she made as a result of a scam. What happened Miss K was the victim of a job scam involving the following payments with her Monzo account: Ref. Date Description Amount 1 22 September 2024 Payment to... (4 pages)View decision -
Decision Reference DRN-5797750
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5797750 The complaint Miss M complains that Monzo Bank Ltd (Monzo) lent to her irresponsibly. What happened Miss M has an overdraft with Monzo, the initial lending decision for an overdraft of £500 was made in July 2023. The credit limit was increased between 2023 and 2024 with the... (4 pages)View decision -
Decision Reference DRN-5678922
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5678922 The complaint Mr R complains that Barclays Bank UK PLC trading as Barclaycard lent irresponsibly when it approved his credit card application. What happened Mr R applied for a Barclaycard credit card in January 2020. In his application, Mr R said he was self employed with a... (2 pages)View decision -
Decision Reference DRN-5839993
25 Sep 2025 Covea Insurance plc Not upheldInsuranceDRN-5839993 The complaint Ms N complains about how Covea Insurance plc handled a claim she made on a buildings insurance policy, ultimately leading to its decline. Reference to Covea includes its agents. Ms N has also been represented in bringing this complaint. But for ease, I’ll refer... (5 pages)View decision -
Decision Reference DRN-5674219
25 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5674219 The complaint Mr H has complained that AWP P&C S.A. (‘AWP’) has declined his claim. All reference to AWP includes any agents acting on its behalf. What happened Mr and Mrs H had a travel insurance policy, underwritten by AWP. They made a claim when Mr H’s baggage was los... (2 pages)View decision -
Decision Reference DRN-5741396
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5741396 The complaint Miss H is unhappy with the customer service she’s received from Barclays Bank UK PLC and the way it handled data relating to her accounts. What happened Miss H had a current account with Barclays. The account had an overdraft facility of around £2,000. This fa... (4 pages)View decision -
Decision Reference DRN-5678180
25 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5678180 The complaint Mrs T, via a representative, has complained that J.P. Morgan Europe Limited trading as Chase (“Chase”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not ... (4 pages)View decision -
Decision Reference DRN-5840928
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5840928 The complaint Mr G complains that NewDay Ltd lent irresponsibly when it approved two credit card applications he made and increased the credit limit on both accounts. What happened The background to this complaint and my initial conclusions were set out in a provisional dec... (5 pages)View decision -
Decision Reference DRN-5785891
25 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5785891 The complaint Mr and Mrs E, Mr E1 and Mr E2 have complained that their travel insurer Inter Partner Assistance SA (‘IPA’) didn’t fully compensate them for the cost of a cruise they weren’t able to go on due to bad weather. We’ve been mainly corresponding with Mr E so, for e... (4 pages)View decision -
Decision Reference DRN-5608635
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5608635 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) failed to provide him with sufficient support when he was using his overdraft facility heavily, and struggling financially. What happened Mr A has had a personal current account wit... (2 pages)View decision
