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 381196 results
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Decision Reference DRN-5746582
21 Oct 2025 Wakam UpheldInsuranceDRN-5746582 The complaint Ms D’s complaint is about a claim she made on her Wakam pet insurance policy, which Wakam declined. Ms D says Wakam treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’l... (3 pages)View decision -
Decision Reference DRN-5871662
21 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5871662 The complaint Mr D complains Monzo Bank Ltd (“Monzo”) refuses to refund him for a transaction on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr D was book... (3 pages)View decision -
Decision Reference DRN-5759820
21 Oct 2025 ManyPets Ltd Not upheldInsuranceDRN-5759820 The complaint Mrs B has complained that ManyPets Ltd, an insurance intermediary, didn’t inform her that the insurance policy she had for her dog failed to renew automatically. This meant that when she made a claim on the policy, there was no cover. What happened Mrs B first... (4 pages)View decision -
Decision Reference DRN-5840833
21 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5840833 The complaint M, a limited company, complains that Starling Bank Limited (‘Starling’) won’t refund the money they say was lost as the result of a scam. Mr A, a director, brings the complaint on M’s behalf. What happened Mr A was introduced to an individual who I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5860850
21 Oct 2025 Quilter Mortgage Planning Limited Not upheldInsuranceDRN-5860850 The complaint Mr S is unhappy that Quilter Mortgage Planning Limited (Quilter) didn’t notice the issue with his income protection policy when it took over as his advisers in 2020. He expected Quilter to look at his whole financial situation which would have included his inco... (2 pages)View decision -
Decision Reference DRN-5841691
21 Oct 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5841691 The complaint Mr R complains that Phoenix Life Limited trading as Standard Life (Standard Life) have miscalculated his remaining tax-free cash allowance under his Self-Invested Personal Pension Plan (SIPP). He wants the error corrected. What happened Since 2019 Mr R has use... (3 pages)View decision -
Decision Reference DRN-5771283
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771283 The complaint Mr H complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened Mr H held an account with Monzo. In January 2024, he received eight payments from a third- party, through bank transfers. He... (3 pages)View decision -
Decision Reference DRN-5140013
21 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5140013 The complaint Mr S complains that Revolut Ltd won’t reimburse money he lost to a scam. What happened Mr S responded to an advert online for a cryptocurrency investment that appeared to be endorsed by a well-known celebrity. In order to fund his investment Mr S used his Rev... (6 pages)View decision -
Decision Reference DRN-5643620
21 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5643620 The complaint Miss B, a sole trader, complains that she was deceived into taking out a Bounce Back Loan (“BBL”) and that The Royal Bank of Scotland Plc (“RBS”) wouldn’t conduct a scam investigation for her. What happened Miss B raised a complaint with RBS because she felt th... (3 pages)View decision -
Decision Reference DRN-5852975
21 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5852975 The complaint Mr and Mrs U complain that Bank of Scotland plc trading as Halifax is pursuing them for a shortfall on their mortgage following the sale of their property. What happened In 2008 Mr and Mrs U took out a mortgage with Halifax. They borrowed £64,000 to buy a prope... (4 pages)View decision
