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 364766 results
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Decision Reference DRN-5155244
3 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5155244 The complaint Mr M complains that Santander UK Plc won’t refund money he lost to a scam. Mr M is being represented by W. For ease, I have referred to comments made by W as being made by Mr M. What happened Mr M complains that he made the following faster payments as a result... (4 pages)View decision -
Decision Reference DRN-5044734
3 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5044734 The complaint Ms S is complaining that Monzo Bank Ltd didn’t do enough to prevent her falling victim to two scams and hasn’t reimbursed the payments she made to the scams. The complaint is brought on her behalf by a professional representative. What happened Ms S says she f... (3 pages)View decision -
Decision Reference DRN-5340845
3 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5340845 The complaint Mr A complains Wise Payments Limited charged him a series of currency conversion fees over a three-month period which he didn’t authorise. What happened Mr A explained he received a payment into his Wise account from a third party in late June 2024. Wise explai... (3 pages)View decision -
Decision Reference DRN-5328894
3 Mar 2025 AWP P&C S.A. Not upheldInsuranceDRN-5328894 The complaint Mr and Mrs M are unhappy that AWP P&C SA (AWP) declined their travel insurance claim. What happened Mr and Mrs M have a travel insurance policy alongside their bank account. AWP is the underwriter. In February 2024, Mr and Mrs M booked a trip and they were ... (2 pages)View decision -
Decision Reference DRN-5346650
3 Mar 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5346650 The complaint Mrs M says Brent Shrine Credit Union Limited, trading as My Community Bank (MCB), irresponsibly lent to her. What happened Mrs M took out a 24-month loan for £4,000 on 30 September 2019. The monthly repayments were £229.75 and the total repayable was £5,518.45... (3 pages)View decision -
Decision Reference DRN-5365927
3 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5365927 The complaint Mr G has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In March 2023 Mr G entered into a two-year fixed sum loan agreement w... (5 pages)View decision -
Decision Reference DRN-5362740
3 Mar 2025 Assicurazioni Generali SpA Not upheldInsuranceDRN-5362740 The complaint Ms J complains that Assicurazioni Generali SpA (Generali) has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary ... (6 pages)View decision -
Decision Reference DRN-5321390
3 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5321390 The complaint Mr H is unhappy that Monzo Bank Ltd would not help him ‘Flex’ a purchase he had made with his Monzo account. What happened Mr H wanted to flex a purchase he made using his Monzo account in August 2024 and repay the amount by three monthly interest free instalme... (3 pages)View decision -
Decision Reference DRN-5252867
3 Mar 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5252867 The complaint Ms M and Mr N complain that AXA Insurance UK Plc have provided poor service and delayed in dealing with their claim for damage due to a flood. What happened Ms M and Mr N held buildings and contents insurance with AXA. Their home was damaged by flood in Decem... (4 pages)View decision -
Decision Reference DRN-5107853
3 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5107853 The complaint Mr G complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to an investment scam. Mr G’s complaint has been brought by a professional representative but I’ll only refer to Mr G in this decision. What happened Mr G was acti... (6 pages)View decision
