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-5113297
23 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5113297 The complaint Mr and Miss M complain that National Westminster Bank Plc (“NatWest”) did not refund the transactions they lost to a scam. What happened Mr and Miss M found an investment opportunity after a friend recommended it. The business model centred around car leasing; ... (5 pages)View decision -
Decision Reference DRN-5243729
23 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5243729 The complaint Mrs D is unhappy that Metro Bank PLC will not refund all of the money she lost as the result of a scam. Mrs D brought her complaint through a representative. For ease of reading I will refer solely to Mrs D in this decision. What happened As both parties are fa... (4 pages)View decision -
Decision Reference DRN-5211141
23 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5211141 The complaint Mr T complains that National Westminster Bank Plc (“NatWest”) won’t refund money he lost when he fell victim to a scam. Mr T is being represented by a claims management company in this complaint. What happened In January 2021, Mr T invested in a company – Buy... (7 pages)View decision -
Decision Reference DRN-5242715
23 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5242715 The complaint Mr R complains that Barclays Bank UK PLC failed to make reasonable adjustments by not sending him his mortgage offer and supporting documents in braille. Mr R says that as a result, he was unaware of the mortgage terms, and this impacted his ability to secure a... (5 pages)View decision -
Decision Reference DRN-5266949
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5266949 The complaint Miss K complains that Monzo Bank Ltd hasn’t reimbursed her under the Contingent Reimbursement Model (“CRM”) code for payments she made due to a romance scam. What happened Miss K met someone online I’ll call ‘Z’ and from January 2023 was persuaded to send them ... (4 pages)View decision -
Decision Reference DRN-5239742
23 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-5239742 The complaint Mr B complains about Covea Insurance plc’s handling of his car insurance claim. What happened Mr B had a car insurance policy with Covea, and in June 2023, he made a claim for theft of his car. In August 2023 the car was recovered and Covea deemed it a category... (2 pages)View decision -
Decision Reference DRN-5281206
23 Jan 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5281206 The complaint Mr H complains that National Westminster Bank Plc was irresponsible in its lending to him. He wants his debt repayments refunded. What happened Mr H applied for a £18,250 loan from NatWest on 29 October 2021. He said at the time he already had a lot of other un... (4 pages)View decision -
Decision Reference DRN-4400819
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4400819 The complaint Mr Y complains that Monzo Bank Ltd hasn’t refunded any of the money he lost when he fell victim to an investment scam. What happened In mid-2022, Mr Y says he received an email that appeared to be from a friend. This discussed an investment in cryptocurrency, ... (5 pages)View decision -
Decision Reference DRN-5281034
23 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5281034 The complaint Mr D complains about the way Royal & Sun Alliance Insurance Limited (RSA) handled an escape of water claim under a buildings insurance policy. What happened I issued a provisional decision on 8 January 2025 which set out the following: “What I’ve provisiona... (3 pages)View decision -
Decision Reference DRN-5221205
23 Jan 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5221205 The complaint Miss F complains that Astrenska Insurance Limited voided her travel insurance policy and declined to pay her claim for her child’s medical costs. What happened Miss F took out an annual multi-trip travel insurance policy on 27 October 2022 through a seller. Th... (16 pages)View decision