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 382298 results
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Decision Reference DRN-5244285
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5244285 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Monzo closed the account Mr A held with them. They’d received a fraud report from another bank about a credit of £300... (3 pages)View decision -
Decision Reference DRN-5182998
27 Jun 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5182998 The complaint The estate of Mr C (‘the estate’) is represented by its Executor (‘E’). Mr C sadly passed away in 2023. E refers to life assurance policies, an endowment policy and a pension product associated with an annuity plan, all of which belonged to Mr C and were disco... (5 pages)View decision -
Decision Reference DRN-5653443
27 Jun 2025 Boon Brokers Limited UpheldInsuranceDRN-5653443 The complaint Miss H complains about the actions of Boon Brokers Limited when it sold her a home insurance policy. What happened In late 2021, Boon arranged home insurance for Miss H via an intermediary (“A”). The policy was renewed in October 2022. In October 2023, Miss H m... (10 pages)View decision -
Decision Reference DRN-5587201
27 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5587201 The complaint Mrs G complains about the quality of a new car that was supplied through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (VWFS). What happened In May 2024, Mrs G acquired a new car through a hire purchase agreement with VWFS. The cash ... (3 pages)View decision -
Decision Reference DRN-5578184
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5578184 The complaint Mr M complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. To keep things simple, I will refer to Mr M throughout my decision. What happened The background of this... (3 pages)View decision -
Decision Reference DRN-5583549
27 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5583549 The complaint Mrs P and Mr P complain about esure Insurance Limited’s (“esure”) liability decision following a claim against their car insurance policy. Mrs P has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refe... (3 pages)View decision -
Decision Reference DRN-5455023
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5455023 Complaint Miss G has complained about a credit card NewDay Ltd (trading as “Aqua”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her. Background Aqua provided Miss G with a credit card with a limit of £450 in October 2022. T... (3 pages)View decision -
Decision Reference DRN-5135731
27 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5135731 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened Mr C fell victim to a cryptocurrency investment scam after responding to an advert he found online. He was instructed to open a Revolut account on 6 April 2023 and made the ... (5 pages)View decision -
Decision Reference DRN-5159582
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5159582 The complaint Miss R complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Miss R was co... (3 pages)View decision -
Decision Reference DRN-5652758
27 Jun 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5652758 The complaint Ms S complains that Scottish Widows Limited didn’t make her aware of any tax-free lump sum entitlement when she applied to start taking her pension benefits in 2013. She also complains about the way Scottish Widows dealt with her subsequent queries about this i... (7 pages)View decision
