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 162956 results
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Decision Reference DRN-4847714
31 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4847714 The complaint Mr M has complained J.P. Morgan Europe Limited trading as Chase failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repe... (4 pages)View decision -
Decision Reference DRN-4847728
31 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4847728 The complaint Mr M has complained about National Westminster Bank Plc’s won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr M fel... (5 pages)View decision -
Decision Reference DRN-5258491
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5258491 The complaint Mr E complains that HSBC UK Bank Plc stopped one of his payments and caused him distress and inconvenience. What happened Mr E has an account with HSBC. Shortly after opening his account, Mr E says HSBC stopped a £3,000 payment he wanted to make to another acco... (2 pages)View decision -
Decision Reference DRN-5014956
31 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5014956 The complaint Mr F complains that National Westminster Bank Plc (“NatWest”) didn’t proceed with a chargeback claim he sought to raise against a merchant, M. What happened Mr F made two transactions - £100.05 in December 2023 and £58.53 in May 2024 - using his NatWest debit c... (2 pages)View decision -
Decision Reference DRN-5300246
31 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5300246 The complaint Ms M complains Monzo Bank Ltd (“Monzo”) closed her accounts without explanation nor notice. Ms M says Monzo’s actions caused her substantive financial difficulty, distress, and inconvenience. What happened The details of this complaint are well known by both pa... (4 pages)View decision -
Decision Reference DRN-5288594
31 Jan 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5288594 The complaint Mr F and Miss H complain about the poor service provided by Lenvi Servicing Limited trading as Lenvi (‘Lenvi’), which meant that the process of moving their Help to Buy: Equity Loan (the loan) from joint names into Mr F’s sole name took seven months. Although t... (4 pages)View decision -
Decision Reference DRN-5013127
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5013127 The complaint Miss H complains that HSBC UK Bank Plc didn’t proceed with the chargeback claim she sought to raise against a merchant. Miss H also complains that HSBC wouldn’t be prepared to raise any further disputes on her behalf. What happened Miss H purchased an item from... (2 pages)View decision -
Decision Reference DRN-5218123
31 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5218123 The complaint Miss J has complained that Metro Bank PLC (“Metro”) didn’t apply the correct interest rate to her savings account. What happened Miss J attempted to open a 1-year fixed term savings account with Metro on 21 November 2023. However, when she went to do so, she re... (3 pages)View decision -
Decision Reference DRN-5274375
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5274375 The complaint Miss M is unhappy that Bank of Scotland plc, trading as Halifax, reduced her credit limit and didn’t inform her that they had done. What happened Miss M has a credit account with Halifax. In May 2024, Miss M called Halifax and asked about using the card oversea... (3 pages)View decision -
Decision Reference DRN-4871103
31 Jan 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4871103 The complaint Mr C complains that American Express Services Europe Limited (“AESEL”) didn’t fairly deal with a claim he made under Section 75 (S75) of the Consumer Credit Act1974 (the ‘CCA’) in relation to a purchase he made with a supplier. What happened Mr C booked a holid... (3 pages)View decision
