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-5760537
26 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5760537 The complaint Ms M is unhappy that American Express Service Europe Limited (“AmEx”) didn’t honour a promotional bonus she feels she should have received. What happened Ms M applied for two AmEx cards on the same day. In her correspondence with this service, Ms M refers to th... (3 pages)View decision -
Decision Reference DRN-5624785
26 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5624785 The complaint Mr N complains about how Admiral Insurance (Gibraltar) Limited handled his claim following an accident. He says there’s been a lack of communication throughout, and avoidable delays which have caused him significant inconvenience. A named driver on Mr N’s polic... (3 pages)View decision -
Decision Reference DRN-5643474
26 Aug 2025 AFH Independent Financial Services Limited UpheldPensions and AnnuitiesDRN-5643474 The complaint Dr D has complained that after she transferred her pension benefits into a self-invested personal pension (SIPP), mistakes by AFH Independent Financial Services trading as AFH Wealth Management (AFH) led to a substantial portion of her benefits not being invest... (6 pages)View decision -
Decision Reference DRN-5663958
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5663958 The complaint Miss I complains that Monzo Bank Ltd (“Monzo”) didn’t properly pursue a chargeback. What happened In late October 2024 Miss I signed up for an intensive driving course with the merchant. This cost £320.59 which she paid with her Monzo debit card. She also paid ... (3 pages)View decision -
Decision Reference DRN-5772832
26 Aug 2025 Wakam UpheldInsuranceDRN-5772832 The complaint Mrs M complains that Wakam declined a claim on her pet insurance policy. Where I refer to Wakam, this includes its agents and claims handlers acting on its behalf. What happened Mrs M made a claim on her policy for treatment costs after her pet dog needed surge... (4 pages)View decision -
Decision Reference DRN-5690608
26 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5690608 The complaint Mr B is unhappy J.P. Morgan Europe Limited trading as Chase (“Chase”) closed his account without notice and would not give him a reason for the closure. What happened Chase wrote to Mr B on 17 September 2024 to notify him his accounts would be closed. Mr B had... (2 pages)View decision -
Decision Reference DRN-5732646
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732646 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) registered him with Cifas without due cause. What happened The circumstances surrounding this complaint are well known to both parties, so I will not go into every detail of what happened here. In summary, in Februa... (3 pages)View decision -
Decision Reference DRN-5393288
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5393288 The complaint Mr A complains that Barclays Bank UK PLC won’t reimburse him after he made payments to a car dealership, that he now considers to have been a scam. Mr A is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissio... (4 pages)View decision -
Decision Reference DRN-5775708
26 Aug 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5775708 The complaint Mr O complains about Zempler Bank Limited, trading as Cashplus Bank, not protecting him when he fell victim to an impersonation scam. Also, providing poor service and delaying his recovery payment. What happened There are two strands to Mr O’s complaint: Stra... (6 pages)View decision -
Decision Reference DRN-5746232
26 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5746232 The complaint Miss B complains PayPal UK Ltd didn’t refund her for an order she didn’t receive. What happened Miss B placed an order with an online retailer, the seller, and was sent two parcels. Miss B didn’t receive either of the parcels and it seems she took this up wit... (2 pages)View decision
