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 375868 results
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Decision Reference DRN-5619517
4 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5619517 The complaint Mr K complained because Kroo Bank Ltd refused to refund him for payments which he said he hadn’t authorised. What happened Mr K said that on 12 September 2024, five £120 payments, all to the same merchant, debited his Kroo account. He contacted Kroo, and was t... (3 pages)View decision -
Decision Reference DRN-5756803
4 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5756803 The complaint Mr G is unhappy that American Express Services Europe Limited (“AmEx”) closed his account. Mr G’s complaint is brought to this service by his appointed representative. However, for ease of reference, I will refer to Mr G solely throughout this letter. What happ... (2 pages)View decision -
Decision Reference DRN-5665324
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5665324 The complaint Mrs W complains that Revolut Ltd won’t reimburse her money she lost to a scam. Mrs W has brought her complaint with the assistance of a professional adviser, but for ease I’ll refer to their submissions as being from Mrs W. What happened In November 2024 Mrs W ... (3 pages)View decision -
Decision Reference DRN-5560136
4 Sep 2025 AXA Health Limited Not upheldInsuranceDRN-5560136 The complaint Mrs M complains that AXA Health Limited has unfairly refused a claim she made under her private medical insurance policy. What happened Mrs M has held her AXA private medical insurance policy since 1979. Her policy includes an NHS six-week option. This meant th... (4 pages)View decision -
Decision Reference DRN-5700337
4 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5700337 The complaint Mrs B complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the credit limit. Mrs B also complains that Capital One treated her unfairly when she contacted it to advise she was experiencing m... (3 pages)View decision -
Decision Reference DRN-5705970
4 Sep 2025 Nationwide Building Society Not upheldMortgagesDRN-5705970 The complaint Mr S said he’d recently asked Nationwide Building Society for a Decision in Principle (“DIP”) which he understood was a binding offer of mortgage lending. But he said it wouldn’t lend to him, although he said he’d previously received a DIP. Mr S said the change... (3 pages)View decision -
Decision Reference DRN-5538448
4 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5538448 The complaint Mrs K has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In July 2024, Mrs K came across an advert on social media about an investment opportunity. Mrs K registered her interest and was contacted by... (4 pages)View decision -
Decision Reference DRN-5765482
4 Sep 2025 Vanguard Asset Management, Ltd Not upheldInvestmentsDRN-5765482 The complaint Mr L complains that Vanguard Asset Management Ltd sent him marketing emails even though he’d opted out of them. What happened Mr L had an existing account with Vanguard and had opted out of both direct marketing and survey emails. In March 2025 he received four... (3 pages)View decision -
Decision Reference DRN-5794387
4 Sep 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5794387 The complaint Mr W complains about the charges Volvo Car UK Limited (VCUL) have asked him to pay since he handed back a car he had been financing through an agreement with them. What happened I issued a provisional decision on this complaint in August 2025. An extract from ... (4 pages)View decision -
Decision Reference DRN-5694951
4 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5694951 The complaint Miss M complains J.P. Morgan Europe Limited trading as Chase didn’t help her during an emergency, didn’t show any empathy or understanding and didn’t communicate poorly. What happened Miss M has a current and a savings account with Chase and has accounts elsewh... (2 pages)View decision
