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-5466897
1 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5466897 The complaint Mr C complains that J.P. Morgan Europe Limited (trading as Chase) has not refunded money he lost to a scam. What happened Mr C met an individual on a dating app, I’ll call this person L. Mr C believed he had developed a fairly close online relationship with L,... (3 pages)View decision -
Decision Reference DRN-5818197
1 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5818197 The complaint Mr S is unhappy J.P. Morgan Europe Limited trading as Chase closed his account and have withheld some of the money contained within it. What happened Chase blocked Mr S’s account on 9 October 2024 to carry out a review. Following the review, Chase wrote to Mr ... (3 pages)View decision -
Decision Reference DRN-5706207
1 Oct 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5706207 The complaint Mr A has complained that Assurant General Insurance Limited unfairly and unreasonably failed to pay his claim under his mobile phone insurance when he lost his mobile phone. What happened Mr A said he lost his mobile phone on 5 March 2025. So, he made a claim ... (2 pages)View decision -
Decision Reference DRN-5315245
1 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5315245 The complaint Miss B is unhappy that Barclays Bank UK PLC will not refund £14,400 she paid towards a franchise. What happened Miss B paid £14,400 on 8 October 2024 to firm ‘S’ as the initial fee in a franchise agreement. She says she felt pressured into going ahead and after... (3 pages)View decision -
Decision Reference DRN-5852847
1 Oct 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5852847 The complaint Mr B complained about the end of contract process for a car supplied on finance by Volvo Car UK Limited (“Volvo”). What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. But, to summarise,... (4 pages)View decision -
Decision Reference DRN-5688538
1 Oct 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5688538 The complaint Mr B has complained about how Fortegra Europe Insurance Company Ltd (Fortegra) dealt with a claim under a furniture warranty. What happened Mr B made a claim for damage to his sofa. Fortegra assessed the damage and ordered a part. Mr B later complained due to ... (3 pages)View decision -
Decision Reference DRN-5799160
1 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5799160 The complaint Miss C and Mr L complain that Lloyds Bank General Insurance Limited (“Lloyds”) has unfairly handled a claim made under their home insurance policy. Any reference to Miss C, Mr L or Lloyds includes respective agents or representatives. But as Mr L has led the co... (4 pages)View decision -
Decision Reference DRN-5852743
1 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5852743 The complaint Mr Y complains that Barclays Bank UK PLC has failed to provide adequate facilities to him as a deaf and disabled person. I won’t be requiring Barclays to take any further action. I have set out why in my decision below. What happened • Mr Y has made previous co... (3 pages)View decision -
Decision Reference DRN-5605281
1 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5605281 The complaint Mr K complains Santander UK Plc acted unfairly by not refunding a payment he made using his debit card. What happened Mr K booked a three-night stay at a hotel I’ll refer to as H in November 2024, via an online booking platform, I’ll refer to as B. Once at the ... (4 pages)View decision -
Decision Reference DRN-5680439
1 Oct 2025 Gain Credit LLC UpheldConsumer CreditDRN-5680439 The complaint Mr F complains that Gain Credit LLC trading as Lending Stream was irresponsible in its lending to him. His complaint is about the loan provided in October 2024. Mr F wants all interest and charges refunded along with statutory interest and to only be liable to ... (3 pages)View decision
