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 364422 results
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Decision Reference DRN-4487040
3 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4487040 The complaint and background Miss S complains Revolut Ltd won’t reimburse the money she lost (just under £5,600) when she fell victim to an employment scam. Our investigator didn’t uphold the complaint. They didn’t think any of the payments looked suspicious such that Revolu... (2 pages)View decision -
Decision Reference DRN-5186427
3 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5186427 The complaint Mr R complained because Monzo Bank Ltd refused to refund him for a transaction he said he didn’t make, and then closed his account. What happened On 6 March 2024, Mr R was on holiday abroad. He made the following undisputed transactions: - at 9.23 am, a payme... (4 pages)View decision -
Decision Reference DRN-5098511
3 Dec 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5098511 The complaint Mr K complains Lloyds Bank General Insurance Limited’s settlement of his subsidence claim is inadequate. Lloyds has used agents for the claim. For simplicity, in places I’ve referred to the agents’ actions as being Lloyds’ own. What happened Mr K made a subsi... (3 pages)View decision -
Decision Reference DRN-5098917
3 Dec 2024 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5098917 The complaint Mrs S has complained about the advice she was given by St. James's Place Wealth Management Plc regarding benefits she’d been awarded through a Pension Sharing Order (PSO). Mrs S considers the advice was unsuitable for her objectives. What happened Mrs S’ c... (5 pages)View decision -
Decision Reference DRN-5150132
3 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5150132 The complaint Mr G complains Monzo Bank Ltd didn’t assist him when he requested financial support. What happened Mr G complains about the lack of support provided by Monzo. He explained he asked Monzo to agree a payment plan to pay back his Flex balance, which is a credit f... (4 pages)View decision -
Decision Reference DRN-4924713
3 Dec 2024 HSB Engineering Insurance Limited Not upheldInsuranceDRN-4924713 The complaint J, a limited company, has complained about HSB Engineering Insurance Limited. J approached HSB to provide a structural warranty for a building development, but HSB refused to provide cover. What happened J is a developer of properties. It seeks warranties for ... (2 pages)View decision -
Decision Reference DRN-5151423
3 Dec 2024 Helvetia Global Solutions Ltd UpheldInsuranceDRN-5151423 The complaint Miss D complains about Helvetia Global Solutions Limited’s handling of a claim on her boiler insurance. Miss D’s policy was sold and is administered by a third party company on Helvetia’s behalf and all Miss D’s correspondence has been with this company. Howeve... (4 pages)View decision -
Decision Reference DRN-4809711
3 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4809711 The complaint Mrs C complains that Santander UK Plc didn’t do enough to protect her when she made a payment to a property investment opportunity she now considers was a scam. What happened Mrs C made a £10,000 payment from her Santander account towards a property development... (2 pages)View decision -
Decision Reference DRN-4811095
3 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4811095 The complaint Mr and Mrs C complain that HSBC UK Bank Plc trading as first direct didn’t do enough to protect them when they made two payments to a property investment opportunity they now consider was a scam. What happened Mr and Mrs C made two £10,000 payments online from ... (2 pages)View decision -
Decision Reference DRN-4723244
3 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4723244 The complaint Miss R complains that Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happened an... (7 pages)View decision
