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 130332 results
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Decision Reference DRN-4840388
28 Sep 2024 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-4840388 The complaint Mr and Mrs A complain that Chaucer Insurance Company Designated Activity Company (“Chaucer”) unfairly declined a claim made for fire damage to their rental property. Any references to Chaucer in this decision include its appointed agents. What happened In Novem... (2 pages)View decision -
Decision Reference DRN-4968743
28 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4968743 The complaint Mrs J complains Nvayo Limited (“Nvayo”), trading as Club Swan, blocked her account and withheld the funds in it. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on sett... (3 pages)View decision -
Decision Reference DRN-4947562
28 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4947562 The complaint Mr L complains Nvayo Limited (“Nvayo”) blocked his account and withheld the funds in it. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out some of the key ... (3 pages)View decision -
Decision Reference DRN-4339012
27 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4339012 The complaint Mrs C and Mr W complain that HSBC UK Bank Plc trading as First Direct (“HSBC”) failed to provide them with historic account statements. For ease, I will refer to most actions and comments as those of Mrs C. What happened Mrs C and Mr W had a joint account wit... (5 pages)View decision -
Decision Reference DRN-4568220
27 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4568220 Complaint Mr A is unhappy that Monzo Bank Ltd didn’t refund him after he fell victim to a scam. Background Mr A was contacted through a social messaging app by someone promoting a job opportunity. After expressing interest, he was introduced to another individual who provide... (4 pages)View decision -
Decision Reference DRN-4992805
27 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4992805 The complaint Mr S complains Nvayo Systems Ltd (“Nvayo”) hasn’t returned money he deposited into his account. Mr S wants his money released to him. What happened Mr S has an account with Nvayo, which has a balance of just over £65,500. On 8 August 2023 the regulator, The F... (4 pages)View decision -
Decision Reference DRN-5027844
27 Sep 2024 Citibank UK Limited UpheldInvestmentsDRN-5027844 The complaint Miss K complains that Citibank UK limited (“CBUK”): Didn’t implement a cost averaging approach to investing £25,000 per quarter over 18 months as referred to in a suitability report. Was charged a minimum balance fee when it was agreed this wouldn’t be char... (6 pages)View decision -
Decision Reference DRN-5048855
27 Sep 2024 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5048855 The complaint Mr Y complains J.P. Morgan Europe Limited, trading as Chase, blocked his accounts and withheld his funds. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out... (3 pages)View decision -
Decision Reference DRN-4992791
27 Sep 2024 Nvayo Limited UpheldBanking and PaymentsDRN-4992791 The complaint Miss F complains Nvayo Systems Ltd (“Nvayo”) trading as Club Swan hasn’t returned money she deposited into her account. Miss F wants her money released. What happened Miss F has a Club Swan account. In early August 2023, she deposited £10,000 into the account.... (4 pages)View decision -
Decision Reference DRN-4727402
27 Sep 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4727402 The complaint Mr F complains about the balance of a fixed sum loan agreement with Telefonica UK Limited trading as O2, which he says was opened in his name without his authority. What happened In May 2019, Mr F took out an agreement with Telefonica to get a mobile telephone ... (4 pages)View decision