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 365360 results
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Decision Reference DRN-5174946
31 Jan 2025 Phoenix Life Limited Not upheldInsuranceDRN-5174946 The complaint Ms L and Mr L as trustees of the L Trust have complained about Phoenix Life Limited (Phoenix). The trustees said Phoenix has been unreasonable in wanting sight of the original trust deed, in the event of a claim on a whole of life policy that is held in its tru... (4 pages)View decision -
Decision Reference DRN-5179400
31 Jan 2025 Next Retail Limited Not upheldConsumer CreditDRN-5179400 The complaint Mrs P complains Next Retail Limited (“Next”) were wrong to default her account and that when it did, it used the wrong date. What happened Mrs P has held a store card account with Next since 2005. The account fell into arears in 2018. From 2019 number of reduce... (3 pages)View decision -
Decision Reference DRN-5238208
31 Jan 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5238208 The complaint Mr P complains about the way Advantage Insurance Company Limited trading as Hastings Direct (Hastings) handled his claim for a repair to his car’s windscreen. What happened The details of what happened here are well known to both parties. So, I will just summar... (3 pages)View decision -
Decision Reference DRN-5294159
31 Jan 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5294159 The complaint The estate of Mrs A (“the estate”) complains that Fairmead Insurance Limited (“Fairmead”) unfairly declined its claim for damage caused by an escape of water, under the executor’s home buildings insurance policy. What happened An escape of water occurred in the... (3 pages)View decision -
Decision Reference DRN-5299913
31 Jan 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5299913 The complaint Ms M complains about the quality of a used car that was supplied through a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional dec... (5 pages)View decision -
Decision Reference DRN-4959466
31 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4959466 The complaint Mr Y complains Wise Payments Limited unfairly closed his account without notice or explanation. What happened Mr Y held a Wise account. On 3 June 2023 Mr Y received a payment into his account. Mr Y’s account was blocked on 19 June 2023, and on the same day Mr ... (3 pages)View decision -
Decision Reference DRN-5103466
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5103466 The complaint Mr A complains Revolut Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Revolut and has been a customer for around five years. He has accounts elsewhere including accounts with businesses who I’ll ref... (3 pages)View decision -
Decision Reference DRN-5231804
31 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5231804 The complaint Mr A complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Monzo and has been a customer for around two years. He has accounts elsewhere including accounts with businesses who I’ll ref... (3 pages)View decision -
Decision Reference DRN-3797408
31 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-3797408 The complaint Mrs D complains that Starling Bank Limited (‘Starling’) debited her account with a series of payments totalling approximately 2850 euros and £1000, which she says she did not make or otherwise authorise. What happened In March 2022, Mrs D was in hospital in ano... (4 pages)View decision -
Decision Reference DRN-5092724
31 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5092724 The complaint Mrs G complains that Starling Bank Limited didn’t proceed with the chargeback claim she sought to raise against a merchant. What happened Mrs G purchased some goods from a merchant, M, using her Starling debit card. In January 2024 she contacted Starling to dis... (3 pages)View decision
