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 364862 results
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Decision Reference DRN-5215394
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5215394 The complaint Mr J complains Monzo Bank Ltd (“Monzo”) had an outage on their App which meant it took a long time for a payment he’d made into his account to be reflected and he’s suffered loss as a result of this. What happened On 13 August 2024 there was a temporary App out... (2 pages)View decision -
Decision Reference DRN-5097637
28 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5097637 The complaint Mrs H complains Santander UK Plc won’t refund the money she lost to a scam. What happened Around April 2023, Mrs H came across an advert featuring a media personality promoting an investment opportunity. She responded and was contacted by someone claiming to re... (4 pages)View decision -
Decision Reference DRN-5257349
28 Jan 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5257349 The complaint Mr G has complained about Assurant General Insurance Limited’s refusal of a claim under his gadget insurance policy. What happened In July 2024, Mr G asked Assurant to meet a claim for theft of his mobile phone and smart watch. Mr G told Assurant that at around... (2 pages)View decision -
Decision Reference DRN-5143297
28 Jan 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5143297 The complaint Mr O has complained about the way his motor insurer West Bay Insurance Plc (‘West Bay’) dealt with a claim he made on his policy including the quality of the repairs carried out on his car. West Bay is the underwriter of this policy i.e., the insurer. During t... (7 pages)View decision -
Decision Reference DRN-5242637
28 Jan 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5242637 The complaint Mr L has complained about Royal & Sun Alliance Insurance Limited (RSA)’s decision to settle a claim as a fault claim against Mr L’s car insurance policy. What happened Mr L reported an incident involving a third party vehicle (TPV), a lorry, to his insurer ... (3 pages)View decision -
Decision Reference DRN-4907659
28 Jan 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-4907659 The complaint Mr H complains that Computershare Investor Services Plc didn’t give him sufficient notice that shares he held in his account were moving to a registrar in another country. What happened In early November 2020, Computershare wrote to Mr H to advise him some of t... (2 pages)View decision -
Decision Reference DRN-5287790
28 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5287790 The complaint A company, which I’ll refer to as C, complains that an employee of Revolut Ltd made an offensive phone call to them. Ms N, who is a director of C, brings the complaint on C’s behalf. What happened In April 2024, whilst in the course of dealing with another com... (2 pages)View decision -
Decision Reference DRN-5025353
28 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5025353 The complaint Mr W complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse him money he says was taken from him as part of a fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In ... (2 pages)View decision -
Decision Reference DRN-5246160
28 Jan 2025 REDWOOD BANK LIMITED Not upheldBanking and PaymentsDRN-5246160 The complaint A, a limited company – represented by its directors Mr K1 and Mr K2 – complains that Redwood Bank Limited didn’t act fairly when A asked for a payment holiday and other forbearance in connection with its commercial mortgage. What happened Mr K1 and Mr K2 have t... (4 pages)View decision -
Decision Reference DRN-5246131
28 Jan 2025 REDWOOD BANK LIMITED Not upheldBanking and PaymentsDRN-5246131 The complaint A, a limited company – represented by its directors Mr K1 and Mr K2 – complains that Redwood Bank Limited didn’t act fairly when A asked for a payment holiday and other forbearance in connection with its commercial mortgage. What happened Mr K1 and Mr K2 have t... (4 pages)View decision
