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 380824 results
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Decision Reference DRN-5499461
27 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5499461 The complaint Ms D complains that Metro Bank PLC didn’t do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened In mid-2019, Ms D responded to a cryptocurrency investment advert she found online and was contacted by the company. She i... (3 pages)View decision -
Decision Reference DRN-4897248
27 Jun 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4897248 The complaint Mr M complains about a reviewable critical illness policy he holds with Zurich Assurance Ltd. He’s unhappy with reductions in the policy’s sum assured after a policy review and thinks it was mis-sold to him. What happened Mr M was advised to take out the Lifeti... (3 pages)View decision -
Decision Reference DRN-5653791
27 Jun 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5653791 The complaint Miss H complains that Watford Insurance Company Europe Limited unfairly declined a claim she made under her home insurance policy. Watford is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As Watford ... (5 pages)View decision -
Decision Reference DRN-5555077
27 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5555077 The complaint Mr S has complained American Express Services Europe Limited, trading as American Express, won’t refund him for a transaction he believes he didn’t authorise. What happened Mr S raised a dispute with American Express in June 2024. He noted there was a pending d... (2 pages)View decision -
Decision Reference DRN-5528348
27 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5528348 The complaint Mr C complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) failed to refund transactions he didn’t recognise. What happened Mr C contacted Tesco after noticing two payments to the same bar had been taken from his account that he didn’t recognise. ... (3 pages)View decision -
Decision Reference DRN-5358626
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5358626 The complaint Mr U complains that Lloyds Bank PLC won’t refund money he lost when he was a victim of a cryptocurrency investment scam. Mr U is professionally represented, however, to keep things simple, I’ll refer to Mr U What happened The background to this complaint is w... (3 pages)View decision -
Decision Reference DRN-5571500
27 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5571500 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. Mrs A is represented in her complaint by professional representatives. What happened In September 2023 Monzo received a fraud report from anoth... (3 pages)View decision -
Decision Reference DRN-5410642
27 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5410642 The complaint Mr N and Ms W’s complaint is about the rejection of a claim made under their travel insurance policy with Inter Partner Assistance SA (“IPA”). What happened Mr N and Ms W planned a trip from April 2024. They say they planned to return to the UK in October 2024 ... (5 pages)View decision -
Decision Reference DRN-5407819
27 Jun 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5407819 The complaint Mr and Mrs S have complained about what happened when they wanted to port their mortgage they held with Barclays Bank UK PLC to a new property. They’ve said delays by Barclays meant they were unable to port the mortgage, and led to them having to take a mortgag... (3 pages)View decision -
Decision Reference DRN-5650880
27 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5650880 The complaint Miss M complains about how Aviva Insurance Limited settled a claim she made on her commercial property insurance policy. Reference to Aviva includes its agents. What happened Miss M holds a commercial insurance policy with Aviva. After a tenant in one of her pr... (5 pages)View decision
