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 375264 results
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Decision Reference DRN-5700337
4 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5700337 The complaint Mrs B complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the credit limit. Mrs B also complains that Capital One treated her unfairly when she contacted it to advise she was experiencing m... (3 pages)View decision -
Decision Reference DRN-5705970
4 Sep 2025 Nationwide Building Society Not upheldMortgagesDRN-5705970 The complaint Mr S said he’d recently asked Nationwide Building Society for a Decision in Principle (“DIP”) which he understood was a binding offer of mortgage lending. But he said it wouldn’t lend to him, although he said he’d previously received a DIP. Mr S said the change... (3 pages)View decision -
Decision Reference DRN-5538448
4 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5538448 The complaint Mrs K has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In July 2024, Mrs K came across an advert on social media about an investment opportunity. Mrs K registered her interest and was contacted by... (4 pages)View decision -
Decision Reference DRN-5765482
4 Sep 2025 Vanguard Asset Management, Ltd Not upheldInvestmentsDRN-5765482 The complaint Mr L complains that Vanguard Asset Management Ltd sent him marketing emails even though he’d opted out of them. What happened Mr L had an existing account with Vanguard and had opted out of both direct marketing and survey emails. In March 2025 he received four... (3 pages)View decision -
Decision Reference DRN-5794387
4 Sep 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5794387 The complaint Mr W complains about the charges Volvo Car UK Limited (VCUL) have asked him to pay since he handed back a car he had been financing through an agreement with them. What happened I issued a provisional decision on this complaint in August 2025. An extract from ... (4 pages)View decision -
Decision Reference DRN-5694951
4 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5694951 The complaint Miss M complains J.P. Morgan Europe Limited trading as Chase didn’t help her during an emergency, didn’t show any empathy or understanding and didn’t communicate poorly. What happened Miss M has a current and a savings account with Chase and has accounts elsewh... (2 pages)View decision -
Decision Reference DRN-5794813
4 Sep 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5794813 The complaint Mr P complains that Trading 212 UK Limited unfairly withheld profits he made from certain trades he had closed. What happened Mr P had an account with T212 and was trading Contracts for Differences (CFDs). On 3 August 2020 he had a long position (the equivalent... (3 pages)View decision -
Decision Reference DRN-5796648
4 Sep 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5796648 The complaint Miss N complains Cabot Credit Management Group Limited have marked her debt with ‘refusal to pay’ when she has made an offer. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elem... (2 pages)View decision -
Decision Reference DRN-5403212
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5403212 The complaint Ms B is complaining that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has not agreed to reimburse her for payments she made to a scam. What happened The circumstances of the complaint are known to both parties so I’ll only set out some key details... (3 pages)View decision -
Decision Reference DRN-5705413
4 Sep 2025 Phoenix Life Limited Not upheldInsuranceDRN-5705413 The complaint Mr H complains as a Trustee of the H Trust about the way Phoenix Life Limited has dealt with the payment of benefits under five life assurance policies. He says interest has been unfairly withheld that should have been paid out with the policies. What happened... (3 pages)View decision
