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 392389 results
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Decision Reference DRN-5745900
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5745900 The complaint Mr D and Mrs A complain that Shawbrook Bank Limited (“Shawbrook”) won’t cancel their loan which was used to finance a timeshare purchase which they say was mis-sold to them. What happened I issued a provisional decision on Mr D and Mrs A’s complaint on 25 July ... (6 pages)View decision -
Decision Reference DRN-5931711
8 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5931711 The complaint Mr V complains that JP Morgan Europe limited trading as Chase failed to inform him that in respect of a Round Up account, the balanced will be transferred out of it at the end of the year. What happened Mr V opened an account with Chase, and in conjunction with... (2 pages)View decision -
Decision Reference DRN-5785670
8 Dec 2025 ST. JAMES'S PLACE UK PLC Not upheldPensions and AnnuitiesDRN-5785670 The complaint Mrs M complains that St James's Place UK plc (SJP) acted unreasonably when it wouldn’t provide her with a full breakdown of where the funds transferred from her ex-husband’s account with it under a Pension Sharing Order (PSO) were invested before it implem... (6 pages)View decision -
Decision Reference DRN-5811592
8 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5811592 The complaint Mr G has complained about his contents insurer AXA Insurance UK Plc because it has declined his claim for items missing and damaged after the local housing association mistakenly cleared his locked storage area. What happened Mr G had items in a locked storage... (3 pages)View decision -
Decision Reference DRN-5970245
8 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5970245 The complaint Miss C’s complaint is about how Monzo Bank Ltd (Monzo) handled a refund claim she made. What happened Miss C used her Monzo debit card to hire a minibus from a supplier I shall call ‘H’ in February 2024 to the sum of £56.90. However, she felt the bus was misrep... (5 pages)View decision -
Decision Reference DRN-5748574
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748574 The complaint Miss S is a sole trader. She complains that Monzo Bank Ltd (Monzo) acted irresponsibly when they granted her a business loan. In particular, she says Monzo failed to carry out proper checks which would have demonstrated that the loan was unaffordable. What hap... (4 pages)View decision -
Decision Reference DRN-5852572
8 Dec 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5852572 The complaint Mr W complains about the customer service he’s received from National Savings and Investments (‘NS&I’) in relation to bonds he holds with it. What happened Mr W has held some premium bonds with NS&I for many years, with them being opened in 1961, 2005 a... (2 pages)View decision -
Decision Reference DRN-6004577
8 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6004577 The complaint Mr K complains Barclays Bank UK PLC trading as Barclaycard (Barclaycard) acted unprofessionally and communicated poorly regarding the handling of his credit card. What happened In May 2025, Mr K complained to Barclaycard about their unprofessional and poorly co... (2 pages)View decision -
Decision Reference DRN-5982925
8 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5982925 The complaint Mr B complains that National Westminster Bank PLC (NW) didn’t make it clear to him that it would claim loan payments from him on both 1 October and 31 October when he changed his loan payment date. What happened Mr B holds a loan account with NW. On 16 Septembe... (2 pages)View decision -
Decision Reference DRN-5944347
8 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5944347 The complaint Miss D has complained about the way Revolut Bank Ltd dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened Both parties are familiar with the circumstances of the complaint which I’ll briefly summarise here.... (4 pages)View decision