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 364421 results
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Decision Reference DRN-4887432
5 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4887432 The complaint Mr G complains that Revolut Ltd won’t refund money he lost when he was a victim of a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Mr G fell victim to a task-based ... (5 pages)View decision -
Decision Reference DRN-5304361
5 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5304361 The complaint Mr D complains about how UK Insurance Limited (UKI) handled a claim he made on his motor insurance policy. What happened In October 2023, Mr D’s vehicle was damaged by flooding whilst he was driving. UKI wrote to Mr D at the time and told him the claim was reco... (4 pages)View decision -
Decision Reference DRN-5304502
5 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5304502 The complaint Mr A is complaining that Monzo Bank Ltd won’t reimburse him for money he lost to a scam. The complaint is brought on his behalf by a professional representative. What happened The background to this complaint is well known to both parties so I won’t repeat it ... (5 pages)View decision -
Decision Reference DRN-5308385
5 Feb 2025 Coutts & Company UpheldBanking and PaymentsDRN-5308385 The complaint R, a limited company, complains that Coutts & Company removed a payment from their account five months after it had been credited. They’d like these funds returned to them. What happened The background to this complaint is known to both parties, and largel... (3 pages)View decision -
Decision Reference DRN-5018577
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5018577 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost when she was the victim of a crypto investment scam. Mrs S is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only ... (11 pages)View decision -
Decision Reference DRN-4863082
5 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4863082 The complaint S complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money they say was lost as the result of a scam. What happened In 2018, S found an investment. They say it involved purchasing shares in a property company which specialised in off-plan apartments. T... (3 pages)View decision -
Decision Reference DRN-5293186
5 Feb 2025 Legal & General Home Finance Limited Not upheldMortgagesDRN-5293186 The complaint Mr E and Mrs B complain that Legal & General Home Finance Limited didn’t agree for them to port their lifetime mortgage to the property of their choice. What happened In 2020 Mr E and Mrs B took a lifetime mortgage with Legal & General Home Finance Limi... (3 pages)View decision -
Decision Reference DRN-5288571
5 Feb 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5288571 Complaint Miss W says Shop Direct Company Finance Limited (trading as “Very”) failed to treat her fairly and reasonably when she ran into difficulty making the payments on her catalogue shopping account. Background This complaint initially started out as a complaint about S... (4 pages)View decision -
Decision Reference DRN-4974502
5 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4974502 The complaint Miss S complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In August 2023 Miss S entered into a 2... (4 pages)View decision -
Decision Reference DRN-4825483
5 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4825483 The complaint Mrs R complains that Santander UK Plc (‘Santander’) won’t reimburse the money she lost when she says she fell victim to a scam. What happened Mrs R says that she was introduced to an investment opportunity with a company I’ll call H in this decision. H was inv... (3 pages)View decision
