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 381082 results
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Decision Reference DRN-5669497
2 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5669497 The complaint Mr W complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s being represented in this complaint. To keep things simple, I’ll refer to Mr W throughout this decision. What happened The background is known to both parties... (3 pages)View decision -
Decision Reference DRN-5802244
2 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5802244 The complaint The estate of Ms C complains that NewDay Ltd trading as Debenhams irresponsibly provided Ms C with an unaffordable credit account. What happened NewDay provided the late Ms C with a catalogue shopping account in December 2014 with a £10,000 limit. NewDay has sa... (5 pages)View decision -
Decision Reference DRN-5731130
2 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5731130 The complaint Mr C says NewDay Ltd trading as Pulse (‘NewDay’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that there was a history of cash advances and payment problems with... (4 pages)View decision -
Decision Reference DRN-5649281
2 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5649281 The complaint Mr and Mrs O complain Santander UK Plc has withdrawn email and text alerts that they found useful without offering an equivalent service or reducing its monthly fee. What happened Mr and Mrs O have a joint account with Santander. Mr and Mrs O say Santander wrot... (2 pages)View decision -
Decision Reference DRN-5782333
2 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5782333 The complaint Mr and Mrs S’ complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’). Background to the complaint Mr and Mrs S initiall... (5 pages)View decision -
Decision Reference DRN-5825051
2 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5825051 The complaint Miss H complains about problems with the service and the courtesy car U K Insurance Limited (“UKI”) supplied to her following a claim under her car insurance policy. What happened Around June 2025 Miss H’s car had suffered some damage and had been taken to UKI’... (3 pages)View decision -
Decision Reference DRN-5816955
2 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5816955 The complaint Mr O complains J.P. Morgan Europe Limited trading as Chase, recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr O held an account with Chase. On 27 November 2024, he received £95 ... (3 pages)View decision -
Decision Reference DRN-5721475
2 Oct 2025 JPMorgan Chase Bank, National Association Not upheldBanking and PaymentsDRN-5721475 The complaint Mr A has complained that JPMorgan Chase Bank, National Association “Chase” did not deal with his request for help when seeking a refund from a merchant. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly set them out ... (3 pages)View decision -
Decision Reference DRN-5785008
2 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5785008 The complaint Mr C complains that Zopa Bank Limited was irresponsible in its lending to him. What happened Mr C was provided with a £15,000 loan by Zopa in May 2024. The loan term was 60 months and Mr C was required to make monthly repayments of £347.69. Mr C said that Zopa ... (2 pages)View decision -
Decision Reference DRN-5704445
2 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5704445 The complaint Mr B has complained about how Lloyds Bank General Insurance Limited (Lloyds) dealt with a claim under his home insurance policy. What happened Mr B made a claim for damage to a hob. When Lloyds assessed the claim, it said the hob would be considered as part of... (2 pages)View decision
