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-4862949
11 Feb 2025 ReAssure Limited Not upheldInvestmentsDRN-4862949 The complaint Ms D complains that ReAssure Limited (‘ReAssure’) failed to stop a regular withdrawal instruction, unfairly reduced the value of her policy and hasn’t provided clear information about charges. What happened Ms D is invested in a with-profits fund held in an in... (5 pages)View decision -
Decision Reference DRN-5147970
11 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5147970 The complaint Miss M says National Westminster Bank PLC (“NatWest”) should’ve done more to protect her account from large payments which were made under duress. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In sho... (2 pages)View decision -
Decision Reference DRN-5282778
11 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5282778 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (16 pages)View decision -
Decision Reference DRN-4774112
11 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4774112 The complaint Mr R complains that Wise Payments Limited (‘Wise’) won’t refund the payments he made as the result of a scam. What happened In October 2023, Mr R was contacted via a messaging app about a job opportunity. The job involved Mr R completing tasks which reviewed a... (2 pages)View decision -
Decision Reference DRN-5296423
11 Feb 2025 Paragon Finance Plc Not upheldMortgagesDRN-5296423 The complaint Mr and Mrs H complain that Paragon Finance PLC lent them a second charge secured loan that was unaffordable for them. They also complain that the interest rate charged has been unfairly high, and they don’t believe it’s fair how much they’re still having to pay... (3 pages)View decision -
Decision Reference DRN-5307659
11 Feb 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5307659 The complaint Mr M complains that J.P. Morgan Europe Limited trading as Chase didn’t credit his account with the right amount of interest. What happened In July 2024 Mr M says he opened a Chase savings account with a deposit of £80,000. A few months later Mr M noticed his a... (3 pages)View decision -
Decision Reference DRN-5052222
11 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5052222 The complaint A company, which I will refer to as M, complains that Lloyds Bank Plc initially agreed to provide an overdraft facility, then changed its mind and refused to reinstate M’s overdraft. What happened M’s director told us: He has been a loyal customer of Lloyds... (3 pages)View decision -
Decision Reference DRN-5322014
11 Feb 2025 The Co-operative Bank Plc UpheldMortgagesDRN-5322014 The complaint Mrs G complains about how Co-operative Bank Plc (Co-op) stored the title deeds to her home. What happened In 1986, Mrs G took out a joint mortgage with her now ex-husband. The mortgage was with Britannia Building Society, which is now part of Co-op. I’ll refer ... (3 pages)View decision -
Decision Reference DRN-4865241
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4865241 The complaint Mr O is unhappy that Monzo Bank Ltd closed his account and loaded a Credit Industry Fraud Avoidance System (‘Cifas’) marker against him. What happened Mr O opened an account with Monzo in April 2023. Shortly after this, on 3 May 2023 Monzo closed Mr O’s accoun... (3 pages)View decision -
Decision Reference DRN-5322719
11 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5322719 The complaint Mr B complains Wise Payments Limited made mistakes when payments intended for his account weren’t applied to it. What happened A summary of what happened is below. Mr B arranged to have transfers sent to his Wise account. Wise’ security systems flagged these fo... (2 pages)View decision
