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-5236447
17 Jan 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5236447 The complaint Mr K has complained that Liverpool Victoria Insurance Company Limited (“LV”) didn’t offer to renew his home insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circu... (2 pages)View decision -
Decision Reference DRN-5200926
17 Jan 2025 FUND OURSELVES LIMITED Not upheldConsumer CreditDRN-5200926 The complaint Ms F complains that FUND OURSELVES LIMITED (“FOL”) lent to her irresponsibly by approving loans for her when she could not afford it. Ms F says that FOL failed to carry out proper checks before lending. What happened Ms F took two loans from FOL. This table gi... (4 pages)View decision -
Decision Reference DRN-4974401
17 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4974401 The complaint Mr B complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is... (6 pages)View decision -
Decision Reference DRN-5268956
17 Jan 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5268956 The complaint Mr E complains about AXA Insurance UK Plc’s handling of a claim made under his home insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr E owns and lets out a property whic... (2 pages)View decision -
Decision Reference DRN-5203538
17 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5203538 The complaint Mr B is unhappy Bank of Scotland plc, trading as Halifax, will not the refund £20,270 he lost as the result of a scam. Mr B brought his complaint through a representative. For ease of reading I will refer solely to Mr B in this decision. What happened As both p... (3 pages)View decision -
Decision Reference DRN-4782181
17 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4782181 The complaint Miss K has complained that HSBC UK Bank Plc (“HSBC”) failed to protect her from falling victim to an impersonation scam and hasn’t refunded the money she lost as a result. What happened The background of this complaint is already known to both parties, so I wo... (3 pages)View decision -
Decision Reference DRN-5039025
17 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5039025 The complaint Mr O has complained J.P. Morgan Europe Limited, trading as Chase, did nothing to intervene and stop payments he made which turned out to be part of a visa application scam. What happened In 2023 Mr O was given a contact from a former colleague to help him with ... (3 pages)View decision -
Decision Reference DRN-5248182
17 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5248182 The complaint Mr I complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr I is being represented by a third party. To keep things simple, I will refer to Mr I throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-4959309
17 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4959309 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-5233978
17 Jan 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5233978 The complaint Mr A and Ms C’s complaint is about a mortgage account they hold with Clydesdale Bank Plc. They say that Clydesdale failed to switch their mortgage from a capital repayment mortgage onto an interest-only basis. This has led to the bank taking much higher payment... (3 pages)View decision
