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-5697263
5 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5697263 The complaint Mr M is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) won't reimburse him the money he sent to a third-party to instal a boiler which malfunctioned shortly afterwards. What happened I’m not going to cover all the points raised in deta... (4 pages)View decision -
Decision Reference DRN-5870505
5 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5870505 The complaint Mrs Y complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In mid-2023, Mrs Y was looking to make an investment and was told about a company offering an investment in the developmen... (4 pages)View decision -
Decision Reference DRN-5822871
5 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5822871 The complaint Ms H complains that Nationwide Building Society won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In early 2023, Ms H was told about a company offering an investment in the development of holiday lodges. She wa... (4 pages)View decision -
Decision Reference DRN-5998619
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5998619 The complaint Mrs B complains that Monzo Bank Ltd won’t refund the money she lost when she was the victim of a scam. What happened In February 2025, Mrs B saw an advert for a cryptocurrency investment company on a social media platform. She followed the link in the advert, ... (4 pages)View decision -
Decision Reference DRN-5978251
5 Dec 2025 American International Group UK Limited UpheldInsuranceDRN-5978251 The complaint Mr and Mrs M are unhappy with the way American International Group UK Limited (‘AIG’) handled a claim made under their travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them ag... (2 pages)View decision -
Decision Reference DRN-5998606
5 Dec 2025 Wave Lending Limited Not upheldMortgagesDRN-5998606 The complaint Mr L’s complaint is about the administration of a mortgage he had with Wave Lending Limited. He has told us: • He did not receive a clear reply to a request made on 17 July 2024 for the legal action to be put on hold, as he had made an application to refinance ... (6 pages)View decision -
Decision Reference DRN-5977389
5 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5977389 The complaint Mr G says NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’), irresponsibly lent to him. He says it didn’t make proportionate checks to ensure he could afford the repayments towards several personal loans. He thinks that NatWest lent irresponsibly bec... (4 pages)View decision -
Decision Reference DRN-5829465
5 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5829465 The complaint Mr P’s complaint relates to an account he has with Monzo Bank Ltd. He is unhappy with the service he received when there was a delay in money being returned to his account by a merchant. What happened Mr P made a faster payment to a merchant on 28 April 2025 fo... (2 pages)View decision -
Decision Reference DRN-5998555
4 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5998555 The complaint Mrs S has complained that Barclays Bank UK PLC (“Barclays”) closed her accounts without her knowledge. Mrs S has also complained that she was unable to open a new account with Barclays and had issues accessing money in her ISA. What happened Mrs S went to log i... (3 pages)View decision -
Decision Reference DRN-5910413
4 Dec 2025 ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY Not upheldInsuranceDRN-5910413 The complaint Mr H has brought a complaint in his capacity as director of limited company “N” about ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY (“Ecclesiastical”) and its decline of a claim made under a building insurance policy. Any references to Ecclesiastical i... (3 pages)View decision