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-4664262
7 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664262 The complaint Mr O complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5239938
7 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5239938 The complaint Mrs E has complained about the way Admiral Insurance (Gibraltar) Limited (Admiral) handled her claim, under the motor insurance policy she held with them. What happened The details of what happened are well known to both parties. So, I will just summarise them ... (2 pages)View decision -
Decision Reference DRN-5145658
7 Feb 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5145658 The complaint Mr C has complained, via his representatives, about a transfer of his Royal London Mutual Insurance Society Limited (‘Royal London’) personal pensions to a small self-administered scheme (‘SSAS’) in July 2014. Mr C’s SSAS was subsequently used to invest in an o... (7 pages)View decision -
Decision Reference DRN-5287198
7 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5287198 The complaint Mrs S has complained that Lloyds Bank General Insurance Limited have declined her claim for a stolen phone. What happened Mrs S’s daughter had her phone stolen whilst at a gym and so she made a claim under her home insurance which has cover for contents away f... (3 pages)View decision -
Decision Reference DRN-4976987
7 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4976987 The complaint Miss S complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5077060
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5077060 The complaint Miss G complains that Revolut Ltd refused to reimburse her after she fell victim to a scam. What happened The facts of this case are well known to the parties, and were previously set out by our investigator, so I don't intend to set them out in full here.... (9 pages)View decision -
Decision Reference DRN-5315153
7 Feb 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5315153 The complaint Mr and Mrs P’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ha... (9 pages)View decision -
Decision Reference DRN-5271653
7 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5271653 The complaint Miss B is unhappy with what Royal & Sun Alliance Insurance Limited did after she made a claim on her pet insurance policy. What happened In June 2024 Miss B claimed on her policy for treatment her cat (C) had received for diabetes (following which C was sad... (3 pages)View decision -
Decision Reference DRN-4775570
7 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4775570 The complaint Mr and Mrs I complain that the Royal Bank of Scotland PLC (‘RBS’) won’t refund a payment they made after falling victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary... (3 pages)View decision -
Decision Reference DRN-5305890
7 Feb 2025 esure Insurance Limited Not upheldInsuranceDRN-5305890 The complaint Mr B complains about the poor service and delays caused by esure Insurance Limited after he made a claim on his motor insurance policy, plus the payment it made for his car’s repair. What happened Mr B had a non-fault accident in June 2023. There was damage to... (4 pages)View decision
