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 392389 results
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Decision Reference DRN-5869326
9 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5869326 The complaint Mr S complains that J.P. Morgan Europe Limited trading as Chase hasn’t reimbursed a payment that he says he didn’t authorise. What happened In August 2024 Mr S received an email that appeared to come from a delivery company asking him to pay a small fee. He rec... (3 pages)View decision -
Decision Reference DRN-5724622
9 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5724622 The complaint Miss D complains Lloyds Bank PLC cancelled her debit card in error, changed her whole card number when issuing a new card and hasn’t explained exactly what went wrong. What happened Miss D has an account with Lloyds Bank with a debit card. Miss D says she tried... (2 pages)View decision -
Decision Reference DRN-5808521
9 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5808521 The complaint Mr B’s complained that Intact Insurance UK Limited have unfairly declined the claim he made for damage caused to the exterior of his house. What happened In early 2024, Mr B’s property suffered an escape of water which caused extensive damage. He made a claim o... (2 pages)View decision -
Decision Reference DRN-5747635
9 Oct 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5747635 The complaint Ms I has complained that an engineer sent by Intact Insurance UK Limited (Intact) in response to a home emergency claim caused damaged to her home. References to Intact include companies acting on its behalf. What happened Ms I contacted Intact to make a home... (3 pages)View decision -
Decision Reference DRN-5722104
9 Oct 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5722104 The complaint Mr B complains that Barclays Bank UK PLC trading as Tesco Bank has failed to automatically apply interest rebate payments to his loan account. What happened Mr B has a loan with Tesco which he overpays each month. Mr B was unhappy to find that since October 202... (3 pages)View decision -
Decision Reference DRN-5554339
9 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5554339 The complaint Mr T has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr T matched with a scammer on a dating app. The scammer fostered an online relationship with Mr T and persuaded him to invest in a fak... (3 pages)View decision -
Decision Reference DRN-5431669
9 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5431669 The complaint Mrs T complains that Barclays Bank UK Plc has declined to reimburse her payments that she says she made as part of a scam. What happened In August 2024, Mrs T made two payments totalling around £1,800 to a company. This was for a training course, that was suppo... (2 pages)View decision -
Decision Reference DRN-5484994
9 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5484994 The complaint Mr M, a sole trader, is unhappy that Santander UK Plc defaulted his Bounce Back Loan (“BBL”) for non-payment. What happened Mr M had a BBL that was in arrears, and which Santander were close to defaulting because of those arrears. On 30 April 2024, Mr M called ... (3 pages)View decision -
Decision Reference DRN-5586392
9 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5586392 The complaint K, a limited company, is unhappy that The Royal Bank of Scotland Plc (RBS) wont refund money it lost to an investment opportunity it now believes is a scam. The complaint is brought by K’s two directors who are being represented by a third party, R. What happ... (4 pages)View decision -
Decision Reference DRN-5612411
9 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5612411 The complaint K, a limited company, is unhappy that Starling Bank Limited (“Starling”), as the receiving bank, didn’t do enough to prevent the loss it suffered when it sent money to its customer’s account as the result of an alleged scam. The complaint is brought by K’s two... (3 pages)View decision