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 401363 results
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Decision Reference DRN-6224437
17 Mar 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6224437 The complaint Mr K complained J.P. Morgan Europe Limited trading as Chase added a complaint response for another customer to his online banking app. What happened Mr K complained to Chase on 23 February 2025 because he identified another customers complaint response dated 15... (2 pages)View decision -
Decision Reference DRN-6116015
17 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6116015 The complaint Mrs J says National Westminster Bank Public Limited Company (NatWest) failed to protect her from final harm when she fell victim to scam. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, ... (2 pages)View decision -
Decision Reference DRN-6230743
17 Mar 2026 Curve UK Limited UpheldBanking and PaymentsDRN-6230743 The complaint Mr C complains that Curve UK Limited applied multiple blocks to his account, causing him inconvenience and disrupting his financial arrangements. What happened Curve is an e-Money institution, which allows its customers to spend money by adding and verifying ca... (2 pages)View decision -
Decision Reference DRN-6202125
17 Mar 2026 GROVE & DEAN LIMITED Not upheldInsuranceDRN-6202125 The complaint Mr P complains that failures by Grove & Dean Ltd (‘G&D’) – trading as Performance Direct – directly led to his insurer declining a claim. What happened Mr P had a motor insurance policy, originally arranged in September 2020 by G&D in its role as in... (3 pages)View decision -
Decision Reference DRN-6065264
17 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6065264 The complaint Miss K complains Revolut Ltd (“Revolut”) refuses to refund her for transactions on her account she says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Miss K says s... (2 pages)View decision -
Decision Reference DRN-6055912
17 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6055912 The complaint Mr and Mrs T are unhappy that Nationwide Building Society’s system timed them out part way through an application for an account. What happened Mr T already had an account with Nationwide and so logged onto the APP and started the process to open a flex direct... (3 pages)View decision -
Decision Reference DRN-5929370
17 Mar 2026 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5929370 The complaint Mr H complains about Hargreaves Lansdown Asset Management Limited. He thinks that yield figures they quoted on their platform were inaccurate and misleading. What happened Mr H says that he made the decision to invest in the Ashmore Emerging Market fund in Janu... (3 pages)View decision -
Decision Reference DRN-5921413
17 Mar 2026 Tesco Underwriting Limited UpheldInsuranceDRN-5921413 The complaint Miss J has complained that Tesco Underwriting Limited hasn’t fairly settled a claim she made under her buildings insurance policy for subsidence damage. All reference to the insurer Tesco in my decision includes its agent handling Miss J’s claim on Tesco’s beha... (3 pages)View decision -
Decision Reference DRN-6230587
17 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6230587 The complaint Mr W complains that HSBC UK Bank Plc closed his accounts without providing a proper explanation and withheld money in his accounts. He says this caused him unnecessary stress and worry for which he should be compensated. What happened Mr W had two accounts wit... (6 pages)View decision -
Decision Reference DRN-6209513
17 Mar 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6209513 The complaint Mr S has complained about how Starling Bank Limited (Starling) handled a refund claim he made. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving th... (2 pages)View decision