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 125400 results
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Decision Reference DRN-4450867
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4450867 The complaint Mr W is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. 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. In early 2023 ... (9 pages)View decision -
Decision Reference DRN-5006163
23 Oct 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5006163 Complaint Mr and Mrs A complain that Lloyds Bank PLC didn’t do more to protect them when they were targeted by a fraudster. Although this is a joint complaint, the fraudster mainly interacted with Mrs A and so I’ve tended to refer to her throughout the text of this decision.... (17 pages)View decision -
Decision Reference DRN-5099342
23 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-5099342 The complaint Mrs M and Mr M complain that U K Insurance Limited (“UKI”) mishandled a claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a cabriolet car, first registered in 2008. The car had some optional ex... (7 pages)View decision -
Decision Reference DRN-4875621
23 Oct 2024 Ageas Insurance Limited UpheldInsuranceDRN-4875621 The complaint Mr K has complained that Ageas Insurance Limited unfairly and unreasonably refused to pay his claim under his motor policy following an accident. What happened Mr K was involved in an accident, which damaged his car, which was insured by Ageas. On investigating... (3 pages)View decision -
Decision Reference DRN-5037714
23 Oct 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5037714 The complaint Mr G complains TransUnion International UK Limited incorrectly reported a debt on his credit file. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and th... (7 pages)View decision -
Decision Reference DRN-5019733
23 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5019733 The complaint Mr S complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a safe account scam. What happened Mr C has explained that he received a phishing email from what he believed was a parcel delivery firm and, as he was expecting a parcel, provided i... (4 pages)View decision -
Decision Reference DRN-4859447
23 Oct 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4859447 The complaint Miss H is unhappy with the service provided by Fairmead Insurance Limited (Fairmead) following a claim made on her home insurance policy. Fairmead is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on the... (2 pages)View decision -
Decision Reference DRN-5071578
23 Oct 2024 National Savings and Investments UpheldBanking and PaymentsDRN-5071578 The complaint Mr O complains that National Savings and Investments (“NS&I”) gave incorrect advice causing loss of interest, delays and distress. What happened Mr O’s son, Mr C, says, on behalf of Mr O, that he has had a Lasting Power of Attorney (LPA) for his father’s a... (3 pages)View decision -
Decision Reference DRN-4930046
23 Oct 2024 Hastings Insurance Services Limited UpheldInsuranceDRN-4930046 The complaint Mrs R (represented by Mr R) says Hastings Insurance Services Limited provided poor service and wrongly charged a fee for renewing her motor insurance policy. What happened Mrs R’s policy was due to renew automatically on 17 February 2024. As she had another po... (3 pages)View decision -
Decision Reference DRN-5100392
23 Oct 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5100392 The complaint Mr E is unhappy with the service he received from Scottish Widows. What happened Mr E has a Group Personal Pension (GPP) with Scottish Widows. And he has a personal pension with Firm R. Mr E has provided this service with emails between him and an advisory fi... (4 pages)View decision
