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 246785 results
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Decision Reference DRN-5292184
10 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5292184 The complaint Mr R complains about the actions of Monzo Bank Ltd when he lost money to a scam. Mr R is being represented by a claims management company but for ease of reading I’ll only refer to Mr R. What happened In August 2023 Mr R was contacted via a message on a socia... (3 pages)View decision -
Decision Reference DRN-5186894
10 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5186894 The complaint Mr and Mrs M complain that Bank of Scotland plc continue to pursue them for a mortgage debt after Mr M’s bankruptcy. What happened Mr and Mrs M have had a joint mortgage with Bank of Scotland (BoS) for some time. In 2012, Mr M was declared bankrupt. He was late... (3 pages)View decision -
Decision Reference DRN-5320521
10 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5320521 The complaint Ms F is unhappy that AXA PPP Healthcare Limited (AXA) only paid 60% of the invoiced diagnostic test. What happened Ms F attended a medical consultation. She was fitted with a cardiac monitor for 24 hours. The consultant invoiced AXA for the initial out-patien... (3 pages)View decision -
Decision Reference DRN-5275578
10 Feb 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5275578 The complaint Mr W’s complaint is about a claim he made on his ARAG Legal Expenses Insurance Company Limited (‘ARAG’) which was declined. Mr W says this is unfair and wants ARAG to provide him with assistance under the policy. In this decision all references to ARAG include ... (2 pages)View decision -
Decision Reference DRN-4828025
10 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4828025 The complaint Mrs S and Mr S complain that HSBC UK Bank Plc (“HSBC”) hasn’t protected them from losing money to fraud. The payments were made from Mrs S and Mr S’s joint account, but I understand that Mr S made the payments and was the one who fell victim to the scam, so fo... (2 pages)View decision -
Decision Reference DRN-5320220
10 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5320220 The complaint Mr and Mrs M complain that Bank of Scotland plc trading as Birmingham Midshires caused delays with their re-mortgage and applied excessive interest. What happened Mr and Mrs M took out an interest only residential mortgage with Bank of Scotland in 2006. The ter... (3 pages)View decision -
Decision Reference DRN-4947443
10 Feb 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-4947443 The complaint Mr F has a car hire agreement with ALD Automotive Limited (ALD) and he is unhappy about the way they have dealt with a liability regarding a congestion charge. What happened In July 2019, Mr F entered into a hire agreement with ALD to acquire a car. In Octobe... (4 pages)View decision -
Decision Reference DRN-5239429
10 Feb 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5239429 The complaint Mr G complains Trading 212 UK Limited didn’t tell him about a scheduled reduction in the interest rate when he agreed to an Individual Savings Account (ISA) with it. Mr G also complains about complaint handling by Trading 212. What happened Mr G opened a new ca... (3 pages)View decision -
Decision Reference DRN-5316519
10 Feb 2025 ReAssure Life Limited Not upheldPensions and AnnuitiesDRN-5316519 The complaint Ms K complains that ReAssure Life Limited failed to apply a pension contribution to her pension plan in a timely manner. What happened I issued a provisional decision on this complaint last month. In that decision I explained why I didn’t think the complaint sh... (4 pages)View decision -
Decision Reference DRN-4687779
10 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4687779 The complaint Miss A complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost when she fell victim to a scam. What happened Miss A says that a social media influencer she was following posted something about an AI trading platform, which I’ll refer t... (4 pages)View decision
