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 157006 results
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Decision Reference DRN-5306200
21 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5306200 The complaint Mr N says that HSBC UK Bank Plc (“HSBC”) wrote to him implying that he wasn’t managing his account appropriately and threatened to remove his overdraft. Mr N complains that this communication was inappropriate and unnecessary and the tone of the letter disrespe... (3 pages)View decision -
Decision Reference DRN-5256170
21 Feb 2025 TSB Bank plc Not upheldConsumer CreditDRN-5256170 The complaint Mr W has complained to TSB Bank plc that it lent to him irresponsibly in December 2023 by approving a loan for him for £20,000 repayable over 84 months. Mr W says that he was not aware of the interest rate on the loan and when he did realise he was not happy w... (5 pages)View decision -
Decision Reference DRN-5348317
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5348317 The complaint Mr P complains that Monzo Bank Ltd won’t reimburse him for payments he says he made to a scam. The complaint is brought on Mr P’s behalf by a professional representative. What happened Mr P says that in late 2023 he fell victim to a scam. He says he made the f... (4 pages)View decision -
Decision Reference DRN-5305723
21 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5305723 The complaint Mr M has been having problems with Santander UK Plc’s (“Santander”) online banking app which he says impedes his ability to bank as he chose’s. Mr M complains there has been a lack of support from Santander regarding this. What happened Mr M complained to Sant... (3 pages)View decision -
Decision Reference DRN-5292948
21 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5292948 The complaint Mr G complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) won’t refund the full amount of money he lost after he says he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to bo... (5 pages)View decision -
Decision Reference DRN-4881783
21 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-4881783 Complaint Mr K says that Zopa Bank Limited unfairly refused to reinstate his hire-purchase agreement after it terminated it because of the arrears that had accrued. Background In May 2021, Zopa provided Mr K with finance for a used car. The cash price of the vehicle was £10... (3 pages)View decision -
Decision Reference DRN-5013209
21 Feb 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5013209 The complaint Mrs N has complained Telefonica UK Limited, trading as O2, took time to sort out the cancellation of her credit agreement and then delayed refunding her. What happened In January 2024 Mrs N decided to renew her credit agreement for a handset with O2. Practicall... (2 pages)View decision -
Decision Reference DRN-5011743
21 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5011743 The complaint Miss S is unhappy that HSBC UK Bank Plc trading as first direct bank (“HSBC”) hasn’t refunded the money she lost when she fell victim to an investment scam. What happened Miss S said in September 2023 she saw an advertisement on an article she found on a social... (5 pages)View decision -
Decision Reference DRN-5203660
21 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5203660 The complaint Mr B has complained Nationwide Building Society allowed a current account, two personal loans and a credit card to be opened in his name without his consent. What happened Mr B applied for a mortgage in 2024 and found that his credit record limited him in doing... (3 pages)View decision -
Decision Reference DRN-4951348
21 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4951348 The complaint Miss S is unhappy that J.P. Morgan Europe Limited trading as Chase (“Chase”) hasn’t refunded the money she lost when she fell victim to an investment scam. What happened Miss S said in September 2023 she saw an advertisement on an article she found on a social ... (5 pages)View decision
