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 363925 results
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Decision Reference DRN-5392396
13 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5392396 The complaint Mrs W and Mr I complain about how Topaz Finance Limited, trading as Hyalite Mortgages, and its predecessors have administered their mortgage and the sale of the mortgaged property. What happened Mrs W and Mr I took out a mortgage with Kensington Mortgage Compan... (5 pages)View decision -
Decision Reference DRN-5210023
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5210023 The complaint Miss E complains that Monzo Bank Ltd did not reimburse a series of payments she lost to a scam. What happened Miss E received a message from a recruiter with a job opportunity on 11 January 2023. This was a fully remote, flexible job where she had to complete a... (3 pages)View decision -
Decision Reference DRN-5310141
13 Mar 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5310141 The complaint Mr M complains that Watford Insurance Company Limited (‘Watford’) cancelled his car insurance policy and didn’t refund his premium. References to Watford include its claims administrator. What happened Mr M took out a car insurance policy underwritten by Watf... (3 pages)View decision -
Decision Reference DRN-5328240
13 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5328240 The complaint Mr C complained that Aviva Life & Pensions UK Limited declined a claim and avoided his life and critical illness policies. What happened Mr C took out two policies with Aviva in January 2023. One policy covered him solely for life assurance and the other so... (3 pages)View decision -
Decision Reference DRN-5111130
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5111130 The complaint Mrs K complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In June 2023, Mrs K received a text message from someone who said they were from a recruitment agency and had a potential job for her. Mr K replie... (9 pages)View decision -
Decision Reference DRN-5338068
13 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5338068 The complaint Mr S complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on his pet insurance policy. What happened Mr S bought a pet insurance policy for his dog in December 2023. In July 2024, his dog developed a corneal ulcer in her right e... (3 pages)View decision -
Decision Reference DRN-5393659
13 Mar 2025 Markerstudy Insurance Company Limited UpheldInsuranceDRN-5393659 The complaint Miss S complains about how Markerstudy Insurance Company Limited (‘Markerstudy’) handled a claim made on her car insurance policy. What happened The events of this complaint will be well known by both parties, so I’ll only summarise briefly what happened here.... (5 pages)View decision -
Decision Reference DRN-5347488
13 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5347488 The complaint Mr J complains that PayPal UK Ltd reported a default to the credit reference agencies despite the fact that he was on a payment plan. What happened Mr J holds a credit account with PayPal. In 2023/24 Mr J contacted PayPal to advise them that he was experiencing... (2 pages)View decision -
Decision Reference DRN-4897408
13 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4897408 The complaint Mr A complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In July 2023, Mr A was looking to get some building work done at his property and was recommended a builder by a friend of his... (3 pages)View decision -
Decision Reference DRN-5207044
13 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5207044 The complaint Mr S complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened Sometime before August 2019, Mr S found out about an opportunity to invest in a property development company. He says was told ... (3 pages)View decision
