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 380824 results
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Decision Reference DRN-5281981
11 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5281981 The complaint Miss S complains that U K Insurance Limited trading as Direct Line has unfairly declined her claim for damage to a rental property she owns. What happened In September 2023 Miss S entered into a tenancy agreement for a rental property she owns, which is insured... (3 pages)View decision -
Decision Reference DRN-4991226
11 Feb 2025 FCE Bank Plc Not upheldConsumer CreditDRN-4991226 The complaint Mr S complains that the car he acquired through FCE Bank PLC trading as Ford Credit wasn’t of satisfactory quality. He wants Ford Credit to repair the car or allow him to reject it and have his finance agreement cancelled. What happened Mr S entered into a hire... (4 pages)View decision -
Decision Reference DRN-4913428
11 Feb 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-4913428 The complaint Mr K complains that Paragon Bank Plc (‘Paragon’) gave incorrect information when he contacted them about interest paid on an account held with them. What happened Mr K was in dispute with HMRC about the amount of tax paid on his savings accounts. He received in... (2 pages)View decision -
Decision Reference DRN-5186235
11 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5186235 The complaint Ms M complains that Ageas Insurance Limited (Ageas) has unfairly refused to meet a claim she made after her roof was damaged by a storm. What happened In late January 2024 Ms M found that the flat roof on her property had been damaged after a storm. There was a... (4 pages)View decision -
Decision Reference DRN-4817741
11 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4817741 The complaint A company I’ll call M complains that American Express Services Europe Limited (AMEX) blocked, then closed its account without explaining why. To put things right, M wants AMEX to reinstate its account, explain its actions and pay compensation. M is represente... (5 pages)View decision -
Decision Reference DRN-4817850
11 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4817850 The complaint Mr G complains that American Express Services Europe Limited (AMEX) blocked, then closed his account without explaining why. To put things right, Mr G wants AMEX to reinstate his account, explain its actions and pay compensation. What happened Our Investigator... (5 pages)View decision -
Decision Reference DRN-5250515
11 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5250515 The complaint Miss A complains that Wise Payments Limited didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5237989
11 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5237989 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she lost when she fell victim to an employment scam. Miss M is being represented by a claims management company in this complaint. What happened In the summer of 2024, Miss M fell victim to an employment... (7 pages)View decision -
Decision Reference DRN-4817767
11 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-4817767 The complaint A company I’ll call L complains that American Express Services Europe Limited (AMEX) blocked, then closed its account without explaining why. To put things right, L wants AMEX to reinstate its account, explain its actions and pay compensation. L is represente... (5 pages)View decision -
Decision Reference DRN-5228484
11 Feb 2025 Citibank UK Limited Not upheldBanking and PaymentsDRN-5228484 The complaint Mr P complains that Citibank UK Limited (Citi) closed and defaulted his account. What happened Mr P had a current account with an overdraft – in January 2024, the balance was £12,272 debit. In November 2023, Citi wrote to Mr P to advise him that the bank was wi... (3 pages)View decision
