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-4783711
11 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4783711 The complaint Mr K complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5248326
11 Feb 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5248326 The complaint Mr R has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under a mobile phone insurance policy. What happened Mr R made a claim under his mobile phone cover. Aviva agreed to replace the phone. Mr R contacted Aviva when he received the p... (3 pages)View decision -
Decision Reference DRN-5310194
11 Feb 2025 Ageas Insurance Limited UpheldInsuranceThe complaint Mr H complains that Ageas Insurance Limited (Ageas) hasn’t fairly settled a claim he made after his home was burgled. What happened Mr H has his possessions insured by Ageas. In early February 2023 he was burgled. This was reported to the police and Mr H approached Ageas to m... (3 pages)View decision -
Decision Reference DRN-5273803
11 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5273803 The complaint Mr J complains that NewDay Ltd trading as Marbles irresponsibly lent to him. Mr J is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr J h... (3 pages)View decision -
Decision Reference DRN-5321952
11 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5321952 The complaint A limited company, W, complains that Lloyds Bank Plc (as the recipient bank) didn’t do enough to prevent the loss it suffered as the result of a scam. W’s complaint has been brought by its director Mr R, who has used a representative when doing so. But for eas... (5 pages)View decision -
Decision Reference DRN-4962714
11 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4962714 The complaint Mr H has complained that Santander UK Plc has failed to refund him for bathroom accessories he bought from a third party. At times, Mr H has been represented in bringing his complaint. But, for clarity, I’ll refer to all submissions made on his behalf, as havin... (2 pages)View decision -
Decision Reference DRN-5299229
11 Feb 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5299229 The complaint Mr W complains that a used car supplied to him by Zopa Bank Limited (Zopa) under a hire purchase agreement is of unsatisfactory quality. What happened In November 2023, Mr W entered into a hire purchase agreement with Zopa for a ... (5 pages)View decision -
Decision Reference DRN-5321767
11 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5321767 The complaint Mr W complains that Bank of Scotland plc trading as Halifax (Halifax) was slow to send him statements on two savings accounts. What happened Mr W lives in the USA. He has two passbook savings accounts with Halifax, one in his sole name and one being a joint ac... (3 pages)View decision -
Decision Reference DRN-5321732
11 Feb 2025 Avantia Insurance Limited UpheldInsuranceDRN-5321732 The complaint Mr and Mrs M complain that Avantia Insurance Limited (Avantia) provided unclear information during the sale of a home insurance policy which resulted in the settlement of a claim being reduced by the insurer. What happened Mr and Mrs M have a home insurance po... (5 pages)View decision -
Decision Reference DRN-3552955
11 Feb 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-3552955 The complaint Mr L has complained, with the help of a professional third party, about the transfer of his Phoenix Life Limited (‘Phoenix’) pensions to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in December 2014. The QROPS was subsequently used to invest in a m... (12 pages)View decision
