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 365360 results
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Decision Reference DRN-4878960
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4878960 The complaint Miss A complains Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam. In bringing this complaint Miss A is supported by a professional representative I’ll refer to as “C”. What happened Miss A said she was tricked into sendi... (5 pages)View decision -
Decision Reference DRN-5394125
13 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5394125 The complaint Mr B complains that Bank of Scotland (BOS) won’t refund the money he lost as a result of a scam. The complaint is brought on Mr B’s behalf by a professional representative. What happened The detailed background to this complaint is well known to both parties.... (4 pages)View decision -
Decision Reference DRN-5392751
13 Mar 2025 TICORP Limited Not upheldInsuranceDRN-5392751 The complaint Mrs W complains that TICORP Limited trading as Staysure mis-sold her travel insurance policy. What happened On 31 August 2023, Mrs W took out a single trip basic travel insurance policy to cover an April 2024 cruise. Her holiday cost approximately £2,000. Unfor... (3 pages)View decision -
Decision Reference DRN-5285844
13 Mar 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5285844 The complaint Mr and Mrs A complain about the service received following a claim they made on their home insurance policy with Accredited Insurance (Europe) Ltd. Reference to Accredited includes its agents. For ease of reading, I’ll refer to Mrs A only in the decision, becau... (3 pages)View decision -
Decision Reference DRN-5184875
13 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5184875 The complaint Mr G and Ms G complain about Royal & Sun Alliance Insurance Limited’s handling of a claim they made under their home insurance policy for damage caused by subsidence. What happened The background to this complaint is well known to both parties, so I’ll prov... (3 pages)View decision -
Decision Reference DRN-5343174
13 Mar 2025 One Insurance Limited Not upheldInsuranceDRN-5343174 The complaint Mr H complains about how One Insurance Limited (“One”) avoided his motor insurance policy (treated it like it never existed) and wouldn’t pay his claim for the theft of his van and tools. What happened Mr H had a motor insurance policy with One covering his van... (3 pages)View decision -
Decision Reference DRN-5348514
13 Mar 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5348514 The complaint Mr C complains about the service he received from Bank of Scotland plc trading as Halifax when he visited his local branch to discuss his lending needs. What happened On 21 November 2024 Mr C visited his local branch of Bank of Scotland to discuss a personal lo... (2 pages)View decision -
Decision Reference DRN-5394046
13 Mar 2025 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-5394046 The complaint Mr L complains that Scottish Friendly Assurance Society Limited (‘SFAS’) gave him incorrect information about the surrender value of his investment bond. He says that he received c£27,000 more than he was expecting and as a consequence, this meant that he had t... (7 pages)View decision -
Decision Reference DRN-5319672
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5319672 The complaint Mr A is complaining that Monzo Bank Ltd hasn’t reimbursed him for payments he made to a scam. What happened Both parties are familiar with the circumstances of this complaint so I won’t go into detail here. In short, Mr A fell victim to a job scam in December 2... (3 pages)View decision -
Decision Reference DRN-5394173
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5394173 The complaint Ms R complains that Monzo Bank Ltd is unfairly holding her liable for the debt on a loan and money she lost as a result of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary... (5 pages)View decision
