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-4996866
23 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4996866 The complaint Mr R is unhappy that Monzo Bank Ltd won’t reimburse him a payment that he made to a merchant for a service he didn’t receive. What happened Mr R made a payment of £1,877.92 to a gambling company from his Monzo account. Mr R didn’t receive any form of service fr... (3 pages)View decision -
Decision Reference DRN-5237087
23 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5237087 The complaint Ms T complains that Barclays Bank UK PLC failed to take appropriate action to prevent her from losing money when she says she fell victim to an authorised push payment investment scam. What happened Ms T is represented in her complaint by a firm of solicitors b... (3 pages)View decision -
Decision Reference DRN-5188998
23 Jan 2025 Barclays Bank UK PLC Not upheldInsuranceDRN-5188998 The complaint Mrs W complains that Barclays Bank UK PLC mis-sold her an income protection policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I’... (2 pages)View decision -
Decision Reference DRN-5282926
23 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5282926 The complaint Mr and Mrs K are unhappy that Santander UK Plc have refused to reimburse them for transactions they didn’t make. What happened In February 2024, Mr K’s wallet was stolen during a bus journey which held Mrs K’s Santander bank card for their joint account. Short... (3 pages)View decision -
Decision Reference DRN-5173544
23 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5173544 The complaint Mr and Mrs S complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost when they fell victim to a scam. What happened With Mr S having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr and Mrs S made a further inves... (7 pages)View decision -
Decision Reference DRN-5213610
23 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5213610 The complaint Mr M, who is represented by a third party, complains that Moneybarn No.1 Limited, trading as Moneybarn (‘Moneybarn’) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2016, Mr M acquired a used car fin... (4 pages)View decision -
Decision Reference DRN-5013812
23 Jan 2025 City Asset Management Plc Not upheldPensions and AnnuitiesDRN-5013812 The complaint Mr B has complained that City Asset Management Plc (CAM) didn’t properly disclose the level of fees applicable to his Self Invested Personal Pension (SIPP) and that, as a result of those fees, his SIPP has a lower value than it should. What happened In August 2... (4 pages)View decision -
Decision Reference DRN-5282992
23 Jan 2025 AWP Assistance UK Ltd UpheldInsuranceDRN-5282992 The complaint Mr R complains that AWP Assistance UK Ltd (“AWP Assistance”) mishandled his claim on a mobile phone insurance policy. What happened From 30 October 2021, Mr R took out a policy for the period of two years, expiring on 30 October 2023. The policy was branded wi... (3 pages)View decision -
Decision Reference DRN-5222731
23 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5222731 The complaint Ms A has complained about her let property insurer AXA Insurance UK Plc because it declined her claim made when a fire destroyed the roof of her property. What happened Ms A owned a property and let it to tenants. In April 2024 she was contacted by police who ... (3 pages)View decision -
Decision Reference DRN-5188137
23 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5188137 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr S made further investments... (7 pages)View decision
