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 371633 results
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Decision Reference DRN-5640220
23 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5640220 The complaint Miss C complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to two scams. What happened Miss C says that she received contact from an individual via a messaging app about an investment opportunity. She was asked to ma... (3 pages)View decision -
Decision Reference DRN-5632412
23 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5632412 The complaint Mr J complains that Bank of Scotland trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief o... (4 pages)View decision -
Decision Reference DRN-5516560
22 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5516560 The complaint Ms F and Mr W complain that Ageas Insurance Limited (“Ageas”) hasn’t fairly dealt with a claim they made under their building insurance policy. What happened Ms F and Mr W made a claim for subsidence related damage to their insurer, Ageas. A subcontractor was a... (2 pages)View decision -
Decision Reference DRN-5627283
22 Jun 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5627283 The complaint Miss C is unhappy that Great Lakes Insurance UK Limited (Great Lakes) declined her travel insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Miss ... (2 pages)View decision -
Decision Reference DRN-5588396
20 Jun 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5588396 The complaint Mr B complains that Ageas Insurance Limited (“Ageas”) unfairly cancelled his motor insurance policy. What happened Mr B insured his car with Ageas and added a named driver to the policy, who I’ll refer to as Mr A. In November 2024, Mr A was involved in an accid... (3 pages)View decision -
Decision Reference DRN-5209773
20 Jun 2025 Lendable Ltd UpheldConsumer CreditDRN-5209773 The complaint Mr A complains about the quality of a car he acquired under a hire purchase agreement with Lendable Ltd (Lendable). When I refer to what Mr A and/or Lendable said or did, it should also be taken to include things said or done on their behalf. What happened In... (6 pages)View decision -
Decision Reference DRN-5304958
20 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5304958 The complaint Miss E is unhappy that Revolut Ltd won’t refund payments she made as part of a scam. Miss E brings her complaint via professional representatives, but for simplicity I’ve referred to the actions of Miss E throughout this decision. What happened In 2022 Miss E w... (4 pages)View decision -
Decision Reference DRN-5639974
20 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5639974 The complaint Miss is unhappy that HSBC UK Bank Plc won’t refund payments she made as part of a scam. She raises service issues as well. Miss E brings her complaint via professional representatives, but for simplicity I’ve referred to the actions of Miss E throughout this de... (4 pages)View decision -
Decision Reference DRN-5385551
20 Jun 2025 Openwork Limited UpheldInvestmentsDRN-5385551 The complaint Mr S complains that he was given unsuitable advice to invest in a portfolio by a representative of Openwork Limited trading as The Openwork Partnership. What happened In 2021 a representative of Openwork advised Mr S to invest £60,000 in the Openwork Graphene C... (6 pages)View decision -
Decision Reference DRN-5600069
20 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5600069 The complaint Mr Y complains about NewDay Ltd, trading as John Lewis Credit Card, refusing his request to increase his credit limit and not giving him the reason. What happened Mr Y has had a credit card with NewDay since October 2022 with a credit limit of £5,000. Mr Y say... (2 pages)View decision
