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 360982 results
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Decision Reference DRN-5112856
6 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5112856 The complaint Mr G complains that Monzo Bank Ltd failed to adequately protect him when he was falling victim to a scam and hasn’t refunded him since reporting it. What happened The background to this complaint is well-known to all parties and so I’ll be brief in my summary o... (3 pages)View decision -
Decision Reference DRN-4546610
6 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4546610 The complaint Mr E complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr E is being represented by a third party. To keep things simple, I will refer to Mr E throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-4546606
6 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4546606 The complaint Mr E complains that National Westminster Bank Plc (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr E is being represented by a third party. To keep things simple, I will refer to Mr E throughout my decision. What happened The b... (4 pages)View decision -
Decision Reference DRN-5193952
6 Dec 2024 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5193952 The complaint Mr K complains that Options UK Personal Pensions LLP (‘Options’, trading as Carey Pensions UK LLP at the relevant time) failed to carry out sufficient due diligence before accepting his application for a Self-Invested Personal Pension (‘SIPP’) and his applicati... (37 pages)View decision -
Decision Reference DRN-5127113
6 Dec 2024 Amtrust Europe Limited Not upheldInsuranceDRN-5127113 The complaint Mr C’s complaint is about a claim he made on his Amtrust Europe Limited (‘Amtrust’) motor legal expenses insurance policy, which was declined. Mr C says Amtrust treated him unfairly. All references to Amtrust in this decision include their claims handlers. What... (2 pages)View decision -
Decision Reference DRN-5033205
6 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5033205 The complaint Mr H has complained Bank of Scotland plc, trading as Halifax, allowed a debit card payment to be processed when he had an operative block on his debit card, so this transaction was unauthorised. What happened Mr H had a block on the use of his Halifax debit car... (2 pages)View decision -
Decision Reference DRN-5194067
6 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5194067 The complaint Mr M and Mrs P have complained about the way Royal & Sun Alliance Insurance Limited (“RSA”) has handled a claim made under a home insurance policy. Mr M has primarily dealt with this matter, so I’ll refer to him only for ease of reading. What happened The... (4 pages)View decision -
Decision Reference DRN-5183770
6 Dec 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5183770 The complaint Mr C complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement. What happened In December 2021, Startline provided Mr C with a hire purchase agreement fo... (4 pages)View decision -
Decision Reference DRN-5140868
6 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5140868 The complaint Mr W complains that National Westminster Bank Plc won’t allow him to change his existing ‘foundation’ account to a ‘select’ current account. What happened Mr W explains that he has tried a number of times to convert his account since 2021. But that he has alway... (2 pages)View decision -
Decision Reference DRN-5004124
6 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5004124 The complaint Mr U complains that Monzo Bank Ltd (Monzo”) closed his account, with immediate effect. Mr U would like Monzo to allow him to open a new account as he wants to use Monzo’s banking services again. What happened In April 2024, Mr U opened an account with Monzo. ... (2 pages)View decision
