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 122405 results
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Decision Reference DRN-4132726
5 Jun 2023 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4132726 The complaint Ms H complains about the way American Express Services Europe Limited (AESEL) handled her request for money back in relation to import charges she’d paid for using her credit card. What happened In August 2022 Ms H used her credit card to... (2 pages)View decision -
Decision Reference DRN-4142791
5 Jun 2023 NewDay Ltd UpheldBanking and PaymentsDRN-4142791 The complaint Mr K complains that NewDay Ltd lent to him irresponsibly. What happened In December 2019 Mr K applied for an Argos card. NewDay approved the application and gave Mr K a card with an initial credit limit of £500 The credit limit was increased to £500 in December 20... (3 pages)View decision -
Decision Reference DRN-4077714
5 Jun 2023 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4077714 The complaint Mr C is unhappy with the advice provided by Specialist Motor Finance Limited, who I’ll call “SMF”. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decisi... (2 pages)View decision -
Decision Reference DRN-4158674
5 Jun 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-4158674 The complaint Mr R has complained Nationwide Building Society won’t refund money he lost from his accounts after being the victim of an investment scam. What happened In 2018 Mr R was searching online for investment opportunities to counter low bank interest rates. He filled in... (4 pages)View decision -
Decision Reference DRN-4011737
5 Jun 2023 John Lewis Financial Services Limited UpheldBanking and PaymentsDRN-4011737 The complaint Mrs S complains about the way John Lewis Financial Services Limited (“JLFS”) handled her request for a refund. Mrs S husband is an additional cardholder and made the purchase, he has also been involved with trying to resolve the complaint, but as the... (5 pages)View decision -
Decision Reference DRN-3919026
5 Jun 2023 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-3919026 The complaint Ms W complains that J.P. Morgan Europe Limited trading as Chase (Chase) wouldn’t refund the money she lost in a scam What happened What Ms W says: On 13 July 2022, Ms W was contacted by someone claiming to be from the provider of her credit card (which I will call... (6 pages)View decision -
Decision Reference DRN-4002283
5 Jun 2023 Connells Limited UpheldMortgagesDRN-4002283 The complaint This complaint is about a mortgage Mr R took out on the advice and recommendation of a broker firm that is part of Connells Limited. He’s unhappy that the mortgage offer Connells arranged expired before his new home was ready to move into and the new mortgage offe... (2 pages)View decision -
Decision Reference DRN-4164200
5 Jun 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4164200 The complaint Miss K complains National Westminster Bank Plc unfairly blocked her accounts, closed them and she then couldn’t access her funds until they sent her a cheque. What happened Miss K held accounts with NatWest. NatWest blocked her accounts for around two weeks withou... (3 pages)View decision -
Decision Reference DRN-4167714
5 Jun 2023 National Westminster Bank Plc UpheldConsumer CreditDRN-4167714 The complaint Mr K complains that National Westminster Bank UK Plc (“NatWest”) transferred his loan to a debt collection agency even though he’d made his repayment. What happened Mr K says that when he missed a monthly repayment on his loan NatWest added charges to his account.... (2 pages)View decision -
Decision Reference DRN-3932588
5 Jun 2023 U K Insurance Limited UpheldInsuranceDRN-3932588 The complaint Mr B complains about the way that U K Insurance Limited trading as Churchill Home Insurance (UKI) dealt with his home insurance claim for accidental damage caused to his property by a neighbour building an extension. Though the claim was mostly run by loss adjuste... (4 pages)View decision
