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 370904 results
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Decision Reference DRN-5295875
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5295875 The complaint Miss N complains that National Westminster Bank Public Limited Company won’t refund money she said she lost to a scam. Miss N’s representatives have brought this complaint on her behalf, for ease, I’ve referred to comments made by the representative as being m... (3 pages)View decision -
Decision Reference DRN-5333626
28 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5333626 Complaint Mr E has complained about a credit card Vanquis Bank Limited (trading as “Vanquis”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In October 2016, Vanquis provided Mr E with a ... (3 pages)View decision -
Decision Reference DRN-5436218
28 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5436218 The complaint Mrs B complains about the market value Tesco Underwriting Limited placed on her car when settling a claim made under her motor insurance policy. What happened Mrs B had a motor insurance policy underwritten by Tesco. In July 2024, Mrs B’s car was stolen and so ... (3 pages)View decision -
Decision Reference DRN-5167732
28 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5167732 The complaint Mr U complains Monzo Bank Ltd (“Monzo”) closed his account without notice nor explanation. Mr U is also unhappy Monzo caused substantive delay in returning the funds held in the account to him. Mr U says Monzo’s actions have caused him distress and inconvenienc... (3 pages)View decision -
Decision Reference DRN-5093121
28 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5093121 The complaint Mr H is unhappy that Lloyds Bank Plc (“Lloyds”) didn’t reimburse him after he fell victim to a visa scam. The account where the funds were paid from is held jointly by both Mr and Mrs H. However, as it was Mr H who made the payment under discussion here, I will... (3 pages)View decision -
Decision Reference DRN-4542466
28 Mar 2025 Estone Personal Credit Limited UpheldConsumer CreditDRN-4542466 The complaint Miss S, through a representative complains that Estone Personal Credit Limited (“Estone”) provided her with loans without carrying out appropriate affordability checks. What happened A summary of all the information Estone has been able to provide about Miss S... (17 pages)View decision -
Decision Reference DRN-5159739
28 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5159739 The complaint Mr A is unhappy that Admiral Insurance (Gibraltar) Limited have only partially settled a claim he made on his travel insurance 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 f... (2 pages)View decision -
Decision Reference DRN-5020906
28 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5020906 The complaint Ms A complains that Santander UK Plc says it won’t refund money she paid in the course of a long-term relationship that she now believes may have been a scam. What happened Ms A says she met a person (who I’ll refer to as P) through a dating app in 2019. They ... (7 pages)View decision -
Decision Reference DRN-4605244
28 Mar 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-4605244 The complaint Mr B has complained that Options UK Personal Pensions LLP (“Options”) failed to carry out sufficient due diligence when accepting his application to open a Self-Invested Personal Pension (SIPP) and allowing the SIPP to purchase a number of investments. This de... (15 pages)View decision -
Decision Reference DRN-5159239
28 Mar 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5159239 The complaint Mrs T complains about the quality of a car she acquired under a hire agreement with RCI Financial Services Limited trading as Mobilize Financial Services (MFS). When I refer to what Mrs T has said and what MFS have said, it should also be taken to include thin... (6 pages)View decision
