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 128312 results
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Decision Reference DRN-5002268
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5002268 The complaint Mr C has complained that Revolut Ltd hasn’t refunded the funds he says he lost to an investment scam What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions o... (8 pages)View decision -
Decision Reference DRN-5037981
28 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5037981 The complaint Mr L and Mrs L complain about AXA Insurance UK Plc’s (“AXA”) handling of their claim under their home insurance policy. Mrs L has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any actions ta... (3 pages)View decision -
Decision Reference DRN-5216883
28 Jan 2025 Canada Square Operations Limited UpheldBanking and PaymentsDRN-5216883 The complaint Mrs H complains that Canada Square Operations Limited (“Canada Square”) irresponsibly provided her with two credit cards. What happened Mrs H took out two credit cards with Canada Square in 2002. Account 1 was taken out in July 2002 with an initial credit limi... (4 pages)View decision -
Decision Reference DRN-5289348
28 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5289348 The complaint Ms K complains about what happened when she went to a branch, and asked National Westminster Bank Plc to transfer a large amount of money out of her account, to her solicitors. Ms K said she had her passport and other ID, but NatWest wouldn’t accept it. What ha... (3 pages)View decision -
Decision Reference DRN-5289013
28 Jan 2025 Nationwide Building Society UpheldMortgagesDRN-5289013 The complaint Mr and Mrs V complain that Nationwide Building Society made unreasonable requests for more information about recent building work, before it would decide whether to increase their mortgage lending, and delayed in telling them exactly what documentation it neede... (7 pages)View decision -
Decision Reference DRN-5142942
28 Jan 2025 CROWD PROPERTY LIMITED UpheldBanking and PaymentsDRN-5142942 The complaint This complaint is brought by Ms B in her capacity as a director of a limited company I will refer to as J Ltd. The complaint is against Crowd Property Limited (CPL). Ms B says that CPS unfairly charged interest on a tranche of borrowing that J Ltd neither reque... (3 pages)View decision -
Decision Reference DRN-5281705
28 Jan 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5281705 The complaint Mrs P has complained that Fortegra Europe Insurance Company Ltd (‘Fortegra’) declined her claim for damage caused by her pet under her furniture protection insurance policy. What happened In May 2024, Mrs P made a claim to Fortegra as her dog had caused signif... (5 pages)View decision -
Decision Reference DRN-5215394
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5215394 The complaint Mr J complains Monzo Bank Ltd (“Monzo”) had an outage on their App which meant it took a long time for a payment he’d made into his account to be reflected and he’s suffered loss as a result of this. What happened On 13 August 2024 there was a temporary App out... (2 pages)View decision -
Decision Reference DRN-5205096
28 Jan 2025 esure Insurance Limited UpheldInsuranceDRN-5205096 The complaint Mr H complains about how esure Insurance Limited dealt with a claim against his motor insurance policy. Reference to esure includes its agents. What happened Mr H took out motor insurance underwritten by esure and paid an additional premium for hire car cover.... (3 pages)View decision -
Decision Reference DRN-5140198
28 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5140198 The complaint Mr A complains that HSBC UK Bank Plc restricted his account for over year. What happened Mr A had an account with HSBC. In June 2022, HSBC carried out a review of the account – it says it needed to contact Mr A to update his details. But Mr A was abroad at the ... (3 pages)View decision