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 360264 results
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Decision Reference DRN-4643149
29 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4643149 The complaint Ms W is unhappy that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to a scam. Ms W is represented in this complaint by a solicitor, but for simplicity I will refer to Ms W throughout this decision, even when referencing what her represen... (5 pages)View decision -
Decision Reference DRN-4141640
29 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4141640 The complaint Mr H is unhappy that Santander UK Plc (“Santander”) won’t refund all the money he’s lost as a result of a third-party scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in su... (8 pages)View decision -
Decision Reference DRN-4541756
29 Feb 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4541756 The complaint A limited company, C, complains that Wise Payments Limited didn’t do enough to prevent it losing money to a scam. Mr A (a director) brings the complaint on C’s behalf and has used a representative when doing so. But, for ease of reading, I’ll mostly just refer to ... (3 pages)View decision -
Decision Reference DRN-4386267
29 Feb 2024 Nationwide Building Society Not upheldMortgagesDRN-4386267 The complaint Mr and Mrs H complain about mortgage advice they got from their existing lender, Nationwide Building Society, shortly after the September 2022 mini-budget. They felt Nationwide let them down, and meant they ended their existing mortgage deal early. What happened I... (3 pages)View decision -
Decision Reference DRN-4576566
29 Feb 2024 Nationwide Building Society Not upheldMortgagesDRN-4576566 The complaint Miss M complains about the way that Nationwide Building Society handled her application to take additional borrowing on her mortgage. What happened Miss M has a mortgage with Nationwide. In May 2022, she contacted Nationwide to arrange additional borrowing with a ... (2 pages)View decision -
Decision Reference DRN-4541255
29 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4541255 The complaint A limited company, C, complains that Barclays Bank UK Plc didn’t do enough to prevent it losing money to a scam. Mr A (a director) brings the complaint on C’s behalf and has used a representative when doing so. But, for ease of reading, I’ll mostly just refer to M... (3 pages)View decision -
Decision Reference DRN-4649854
29 Feb 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4649854 The complaint Mr M complains J.P. Morgan Europe Limited trading as Chase unfairly stopped him accessing his account and took too long to carry out a review on the account. He also complains it failed to respond to his complaint in a timely manner, it didn’t fully comply with a ... (4 pages)View decision -
Decision Reference DRN-4482068
29 Feb 2024 Fluro Platform Limited Not upheldConsumer CreditDRN-4482068 The complaint Mr U complains that Fluro Platform Limited are pursuing him for a loan that was taken out as part of a scam. Mr U wants Fluro to clear the loan, interest and charges. What happened In 2023 Mr U contacted a merchant on social media who said they could help him make... (2 pages)View decision -
Decision Reference DRN-4583018
29 Feb 2024 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-4583018 The complaint Mrs B complained that AA underwriting Insurance Company Limited didn’t repair all of the damage to her car following an accident and delayed in doing so when she made a claim under her motor policy. What happened Mrs B was involved in an accident in May 2023 and m... (2 pages)View decision -
Decision Reference DRN-4475877
29 Feb 2024 eToro (UK) Ltd Not upheldInvestmentsDRN-4475877 The complaint Mr A complains that eToro (UK) Ltd failed to complete a share purchase on his account, which he says led him to incurring a loss. He’s also unhappy he wasn’t notified that the sale wasn’t competed and, further, that the money intended to fund the purchase was reta... (2 pages)View decision
