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-5161001
15 Jan 2025 Personal Touch Financial Services Ltd UpheldMortgagesDRN-5161001 The complaint Miss P complains that after she engaged an appointed representative of Personal Touch Financial Services Ltd to source a mortgage she found herself paying a higher rate of interest than she agreed to. What happened Miss P used an appointed representative of Per... (2 pages)View decision -
Decision Reference DRN-4866645
15 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4866645 The complaint Mr C complains, via a representative, that Wise Payments Limited (“Wise”) won’t refund the money he lost to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr C met a per... (3 pages)View decision -
Decision Reference DRN-4860232
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4860232 The complaint Mr C complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money he lost to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr C met a person thr... (3 pages)View decision -
Decision Reference DRN-5207262
15 Jan 2025 Hadron UK Insurance Company Limited Not upheldInsuranceDRN-5207262 The complaint W, a limited company which manages a property, has complained about the property’s insurer Hadron UK Insurance Company Limited. Hadron declined a claim W made for a boundary wall damaged by a tree falling on it during a storm. W has been represented in this co... (2 pages)View decision -
Decision Reference DRN-5085474
15 Jan 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5085474 The complaint Mr R and Mrs R have complained that Legal and General Assurance Society Limited (L&G) declined a critical illness claim. What happened The background to this complaint isn’t in dispute. Mr and Mrs R took out a critical illness policy through an independent ... (3 pages)View decision -
Decision Reference DRN-5175956
15 Jan 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5175956 The complaint Miss G complains that Zurich Insurance Company Ltd declined her claim against her travel insurance policy. What happened Miss G took out an annual travel insurance policy with a start date in August 2023. On 28 June 2024, Miss G’s was returning from a trip whe... (2 pages)View decision -
Decision Reference DRN-5264008
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5264008 The complaint Miss B has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In 2021, Miss B came across online scammers posing as trading brokers. They offered huge returns for small investments. Miss B submitted an e... (5 pages)View decision -
Decision Reference DRN-5121377
15 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5121377 The complaint Mr M complains Bank of Scotland plc trading as Halifax unfairly closed his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr M held a Halif... (2 pages)View decision -
Decision Reference DRN-5190612
15 Jan 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5190612 The complaint Mr S complains about how Metro Bank PLC dealt with his direct debit indemnity claim. He’s also unhappy with the service he received from branch staff. What happened Mr S holds a current account with Metro Bank PLC (Metro). On 19 August 2024 he exchanged and co... (4 pages)View decision -
Decision Reference DRN-5263942
15 Jan 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5263942 The complaint Mr H has complained that Tesco Personal Finance Limited (trading as “Tesco Bank”) failed to protect him from falling victim to a purchase scam, and hasn’t refunded the money he lost as a result. What happened The background of this complaint is already known t... (4 pages)View decision
