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-4623753
5 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4623753 The complaint Mr B is being represented by a claims manager. He’s complaining about Revolut Ltd because it won’t refund money he lost as the result of fraud. What happened Sadly, Mr B fell victim to a cruel investment scam. He found what he thought was a genuine investment o... (4 pages)View decision -
Decision Reference DRN-5046096
5 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5046096 The complaint Mr and Mrs S complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined their claim for damage to their property’s boundary wall during a storm. RSA were providing a home insurance policy. Mr and Mrs S had representation for the compla... (3 pages)View decision -
Decision Reference DRN-5151692
5 Dec 2024 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5151692 The complaint Mr B has complained that Somerset Bridge Insurance Services Limited has charged excessive fees when it was processing the cancellation of his motor policy. What happened Mr B bought a motor policy through an aggregator website where Somerset was the broker. Th... (4 pages)View decision -
Decision Reference DRN-5166780
5 Dec 2024 Step One Finance Limited UpheldMortgagesDRN-5166780 The complaint Mr and Mrs T complain that Step One Finance Limited told them they would have to re-finance their second charge mortgage (secured loan), and take further borrowing, to access a new interest rate. What happened In 2014, Mr and Mrs T took a secured loan with Step... (3 pages)View decision -
Decision Reference DRN-5135978
5 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5135978 The complaint Mr M complains that HSBC UK Bank Plc blocked and closed his account and that it placed a CIFAS marker against his name. What happened Mr M had an account with HSBC, which was closed when he reported fraud on it. He opened a new account in August 2023. In Septem... (2 pages)View decision -
Decision Reference DRN-5017649
5 Dec 2024 Usay Business Limited Not upheldInsuranceDRN-5017649 The complaint Mr H is unhappy that Usay Business Limited mis-sold him a private health insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reasons for my dec... (2 pages)View decision -
Decision Reference DRN-4841756
5 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4841756 The complaint Mr A complains that Barclays Bank UK PLC has declined to reimburse payments that he made in relation to a scam. What happened Mr A says he spoke to someone who appears to have been impersonating a well-known travel agency. He continued to correspond with them a... (2 pages)View decision -
Decision Reference DRN-5142700
5 Dec 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-5142700 The complaint Miss G is unhappy with the renewal premium Pinnacle Insurance Plc said it would charge when offering renewal of her lifetime pet insurance policy. What happened Miss G has had pet insurance with Pinnacle for a number of years (I understand the policy was previo... (2 pages)View decision -
Decision Reference DRN-5137448
5 Dec 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5137448 The complaint Mr D is unhappy Royal & Sun Alliance Insurance Limited turned down a claim he made on his pet insurance policy. What happened Mr D took out pet insurance with RSA which started on 5 November 2023. In February 2024 he claimed on his policy for treatment his ... (3 pages)View decision -
Decision Reference DRN-5137113
5 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5137113 Complaint Mrs K is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In June 2023, Mrs K fell victim to a job scam. She was introduced to a job opportunity by a colleague of her husband. This job promised remote and ... (3 pages)View decision
