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 371633 results
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Decision Reference DRN-5060531
2 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5060531 The complaint Mr B has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to a cryptocurrency-related investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll... (4 pages)View decision -
Decision Reference DRN-4969786
2 Dec 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4969786 The complaint Mrs R complains about a decision taken by NewDay Ltd trading as John Lewis Credit Card (“John Lewis”) not to refund to her the sum of £369 she paid a company that I will call “M” for an item of clothing. What happened On 13 December 2023 Mrs R purchased an item... (3 pages)View decision -
Decision Reference DRN-4897769
2 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-4897769 The complaint Ms H complains that NewDay Ltd lent to her by approving three cards for her and then increasing the credit limited on the cards over sustained periods of time. What happened Ms H was approved for three cards with NewDay and each had different credit limit incre... (8 pages)View decision -
Decision Reference DRN-5098265
2 Dec 2024 NewDay Ltd UpheldBanking and PaymentsDRN-5098265 Complaint Mr A has complained about credit cards and the associated credit limit increases which NewDay Ltd (“NewDay”) provided to him. He says the credit cards as well as the limit increases were irresponsibly provided. Background NewDay provided Mr A with two credit cards... (6 pages)View decision -
Decision Reference DRN-5129467
2 Dec 2024 Euronet Payment Services Ltd Not upheldBanking and PaymentsDRN-5129467 The complaint Mr P has complained that Euronet Payment Services Ltd (trading as “Ria” Money Transfer) didn’t prevent him from falling victim to a scam, and hasn’t refunded the money he lost as part of that scam. What happened The background of this complaint is already know... (3 pages)View decision -
Decision Reference DRN-5181964
2 Dec 2024 National Westminster Bank Plc UpheldMortgagesDRN-5181964 The complaint Mr V complains about how National Westminster Bank Plc dealt with payment arrangements on his mortgage and the information it recorded on his credit file. What happened In July 2023 more than £20,000 was added to Mr V’s NatWest mortgage, for unpaid ground rent ... (3 pages)View decision -
Decision Reference DRN-4885300
2 Dec 2024 Openwork Limited UpheldMortgagesDRN-4885300 The complaint Miss D has complained about the level of service she received from an appointed representative of Openwork Limited trading as The Openwork Partnership when she arranged a mortgage. Any reference to Openwork in this decision should be taken to mean the individua... (5 pages)View decision -
Decision Reference DRN-4849162
2 Dec 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4849162 The complaint Mr S complains J.P. Morgan Europe Limited trading as Chase hasn’t refunded him all the money he lost to an investment scam. What happened In July 2023, Mr S found an investment opportunity on social media and after enquiring with the company he was persuaded to... (2 pages)View decision -
Decision Reference DRN-5137654
2 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5137654 The complaint Mrs S’ complaint is about a claim she made on her U K Insurance Limited (‘UKI’) pet insurance policy. Mrs S is unhappy with how UKI handled her claim and the sum they paid her in respect of it. What happened Mrs S had a pet insurance policy with UKI. She made a... (3 pages)View decision -
Decision Reference DRN-5094147
2 Dec 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5094147 The complaint Mr J complains The Co-operative Bank Plc (Co-op) moved funds to ‘unclaimed assets’ without his consent, provided poor customer service and took too long to refund him after issuing its final response. What happened The circumstances that led to the complaint a... (3 pages)View decision
