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 369228 results
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Decision Reference DRN-5210740
13 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210740 The complaint Mr R complains Revolut Ltd didn’t do enough to protect him when he lost money to an impersonation scam. What happened Mr R says that on 19 October 2023 he inadvertently clicked on a phishing link within a message he’d received advising him he needed to pay a p... (6 pages)View decision -
Decision Reference DRN-5320879
13 Feb 2025 Santander UK Plc Not upheldMortgagesDRN-5320879 The complaint Mr L is unhappy that Santander UK Plc said he was personally liable for a debt that wasn’t his. What happened Mr L is the personal representative of The estate of Mrs L. Mrs L held what was originally a joint mortgage taken out with Abbey (taken over by Santand... (3 pages)View decision -
Decision Reference DRN-5327553
13 Feb 2025 U.S. Bank Europe DAC UpheldBanking and PaymentsDRN-5327553 The complaint A company I’ll call M complains that U.S. Bank Europe DAC (Elavon) blocked and closed its account, without giving notice and without explaining why. M is represented by its director, Mr G. What happened On 16 July 2023, Elavon blocked M’s merchant services acc... (3 pages)View decision -
Decision Reference DRN-5281233
13 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5281233 The complaint Mr O is unhappy with how Liverpool Victoria Insurance Company Limited handled a claim on his legal expenses insurance policy. All references to LV include its agents and claims handlers. What happened In June 2022 Mr O contacted LV seeking assistance with a cla... (3 pages)View decision -
Decision Reference DRN-5288598
13 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5288598 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited mishandled a claim on his motor insurance policy. What happened The subject matter of Mr C’s insurance was a car, first registered in 2014. For the year from late June 2024, Mr C had the car insured on... (2 pages)View decision -
Decision Reference DRN-5328092
13 Feb 2025 Charter Court Financial Services Limited UpheldMortgagesDRN-5328092 The complaint Miss P complains about the way Charter Court Financial Services Limited trading as Precise Mortgages has treated her whilst her mortgage has been in arrears. What happened Miss P took out a repayment mortgage with Precise in 2019 over a 25 year term. The inte... (8 pages)View decision -
Decision Reference DRN-5139739
13 Feb 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5139739 The complaint The estate of Mrs S complained about St James’s Place Wealth Management Plc (SJP). The executor, Mr S said SJP did not provide information about an investment held in relation to his late mother, to his representative. He said this meant the estate incurred cos... (3 pages)View decision -
Decision Reference DRN-4864241
13 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4864241 The complaint Mr W complains, via a representative, that Wise Payments Limited (“Wise”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr W fell... (3 pages)View decision -
Decision Reference DRN-5329994
13 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5329994 The complaint Mr I complains that Monzo Bank Ltd unfairly loaded a CIFAS marker under his name. What happened Around February last year, Monzo loaded a CIFAS marker under Mr I’s name following the immediate closure of his account. This was in response to a report it received... (3 pages)View decision -
Decision Reference DRN-5274612
13 Feb 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5274612 The complaint Mr B complains about the repairs Liverpool Victoria Insurance Company Limited (LV) carried out to his car, under his car insurance policy. LV has been represented on the claim by its agents, including its repairer, who I’ll refer to as S. For simplicity, at poi... (4 pages)View decision
