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-5379829
18 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5379829 The complaint Mr E has complained that J.P. Morgan Europe Limited trading as Chase didn’t help him recover his funds and refused to process a chargeback when he was a victim of a scam. What happened Mr E approached Chase in July 2024, asking it to process a chargeback reques... (4 pages)View decision -
Decision Reference DRN-5760713
18 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5760713 The complaint Mr P complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decisi... (4 pages)View decision -
Decision Reference DRN-5660933
18 Aug 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5660933 The complaint Mr H and Ms M are unhappy with BUPA Insurance Limited (BUPA) as it didn’t inform them of policy changes prior to renewal of their private medical insurance policy. What happened Mr H and Ms M have a private medical insurance policy arranged through Mr H’s emplo... (3 pages)View decision -
Decision Reference DRN-5722528
18 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5722528 The complaint R, a limited company, complains that when it wanted to clear a secured loan, Lloyds Bank PLC provided a release which was not fit for purpose, then refused to sign a different release until R paid for Lloyds’ lawyers to check it. Mr L brings this complaint on b... (4 pages)View decision -
Decision Reference DRN-5419031
18 Aug 2025 Investment Funds Direct Limited Not upheldPensions and AnnuitiesDRN-5419031 The complaint This complaint is brought by Mrs S in her capacity as Executor of the estate of the late Mr E. Mrs S in turn is represented in the complaint by a representative. For ease, I will refer to all actions as being those of Mrs S. Mrs S’ complaint is about the servic... (3 pages)View decision -
Decision Reference DRN-5725123
18 Aug 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5725123 The complaint Mr M complains eToro (UK) Ltd (‘eToro’) caused him to lose a substantial sum of money by causing him to made a trade he didn’t intend to make. What happened Mr M had a trading account with eToro. He says he transferred all his savings to the account. And he int... (4 pages)View decision -
Decision Reference DRN-5483293
18 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5483293 The complaint Mr M complains about the quality of a car he acquired under a hire purchase agreement with Lendable Ltd trading as Autolend (Autolend). When I refer to what Mr M and Autolend have said and/or done, it should also be taken to include things said and/or done on ... (6 pages)View decision -
Decision Reference DRN-5750196
18 Aug 2025 Santander UK Plc UpheldMortgagesDRN-5750196 The complaint Mr O told us his house purchase fell through, leaving him with substantial costs for a failed transaction. He complains that this was all the fault of Santander UK Plc, because it made a mistake in his mortgage offer. What happened Mr O said that he was moving ... (5 pages)View decision -
Decision Reference DRN-5602962
18 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602962 The complaint Mr T has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In December 2024 Monzo received fraud reports from other banks about payments made into Mr T’s Monzo account. These payments were ... (2 pages)View decision -
Decision Reference DRN-5501581
18 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5501581 The complaint Mr U complains that the car he acquired financed through a hire purchase agreement with Oodle Financial Services Limited wasn’t of satisfactory quality. Mr U is represented in this complaint. However, for the sake of simplicity in this decision I have referred ... (3 pages)View decision
