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 362716 results
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Decision Reference DRN-5148970
4 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-5148970 The complaint Mr H and Mrs S complain about UK Insurance Limited (‘UKI’)’s offer to repair a damaged ring under a home insurance claim. Both Mr H and Mrs S are named policyholders on their UKI policy, so any claim or complaint is brought by them both. But for simplicity, and... (3 pages)View decision -
Decision Reference DRN-5188762
4 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5188762 The complaint Mrs V is unhappy that Revolut Ltd (“Revolut”) won’t refund the money she lost as part of an HMRC impersonation scam. What happened Mrs V says she was contacted by someone using a spoofed number claiming to be from HMRC. She says she was told that she had unpai... (8 pages)View decision -
Decision Reference DRN-5188391
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188391 The complaint Miss A complains Monzo Bank Ltd registered a fraud marker at CIFAS, the national fraud database. She doesn’t think it’s done so fairly. What happened I issued a provisional decision on this case, inviting both parties to let me have any further comments before... (5 pages)View decision -
Decision Reference DRN-5170717
4 Dec 2024 Principality Building Society UpheldInsuranceDRN-5170717 The complaint Mr S complains about the sale of a home insurance policy by Principality Building Society. What happened The following is intended as a brief summary. Mr S purchased an insurance policy through Principality in September 2023. The policy covered a property he o... (3 pages)View decision -
Decision Reference DRN-5188837
4 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5188837 The complaint Miss B complains Monzo Bank Ltd only refunded a portion of the funds she lost. What happened In summary, Miss B says she lost over £40,000 while in a coercive relationship with an ex- partner. Miss B complained as she said Monzo did not provide any support tho... (3 pages)View decision -
Decision Reference DRN-5064697
4 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5064697 The complaint Mr P complained that AXA Insurance UK Plc (“AXA”) unfairly declined his claim for damage to his property and contents following a storm. AXA were providing a home insurance policy. What happened Mr P made a claim to AXA following a storm. The storm caused signi... (3 pages)View decision -
Decision Reference DRN-5108655
4 Dec 2024 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5108655 The complaint Mr G complains that a car supplied to him with finance from Blue Motor Finance Ltd (“BMF”) was previously reported as stolen/recovered and sold for salvage. He says the car has a salvage marker which has impacted on his ability to sell the car and on its value,... (3 pages)View decision -
Decision Reference DRN-5020765
4 Dec 2024 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5020765 The complaint The estate of Mrs R complains that Dignity Funerals Limited won’t reimburse the cost of a funeral carried out by a non-Dignity funeral director. The estate is represented by relatives of Mrs R. I’ll refer to one, Mrs L, as she first brought the complaint to ou... (3 pages)View decision -
Decision Reference DRN-5175902
4 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5175902 The complaint Mr R complains that Bank of Scotland plc (BoS) allowed him to withdraw money from a blocked account causing him to incur a large amount of legal fees in respect of divorce proceedings. What happened In November 2021 a block was put on transactions from a joint ... (2 pages)View decision -
Decision Reference DRN-5188484
4 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5188484 The complaint Mr H complains that National Westminster Bank Plc refused to accept a cash deposit to his account with it. What happened On 15 March 2024 Mr H tried to make a cash deposit of €4,900 at a NatWest branch. His intention was that the bank would convert the money to... (2 pages)View decision
