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 125363 results
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Decision Reference DRN-4538076
25 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4538076 The complaint Mr H complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he became the victim of a scam and would like Monzo to refund him the money he has lost. What happened Mr H was contacted via WhatsApp by an individual who said they were ... (4 pages)View decision -
Decision Reference DRN-4736943
25 Apr 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4736943 The complaint Mrs L and Mr L complain that HSBC UK Plc won’t refund all the money they lost to an investment scam. As most of the correspondence has come from Mrs L, for ease of reading, I’ll refer to her alone in this decision. The details of this complaint are well known to b... (2 pages)View decision -
Decision Reference DRN-4741428
25 Apr 2024 Vanquis Bank Limited UpheldBanking and PaymentsDRN-4741428 The complaint Mr G complains that Vanquis Bank Limited (Vanquis) lent to him irresponsibly. What happened Mr G opened a credit card account with Vanquis in September 2015. The limits were then increased as shown: Date Limit September 2015 (new card) £500 June 2017 £1,500 April ... (4 pages)View decision -
Decision Reference DRN-4323393
25 Apr 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4323393 The complaint Mr A complains about Assurant General Insurance Limited’s (Assurant) poor repairs to his device, following a claim under his gadget insurance policy. What happened Mr A held a policy with Assurant. His mobile phone became damaged, and he made a claim. Assurant acc... (3 pages)View decision -
Decision Reference DRN-4694650
25 Apr 2024 Automobile Association Insurance Services Limited UpheldInsuranceDRN-4694650 The complaint Mr L complains AA Insurances Services Limited unfairly referred him to an accident management company (AMC). What happened In July 2023 Mr L’s vehicle was involved in a collision with a third-party’s. He called his motor insurance intermediary - AA - to register a... (3 pages)View decision -
Decision Reference DRN-4765002
25 Apr 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4765002 The complaint Ms J complains that Wise Payments Limited refuses to refund the money she lost to an investment scam. What happened Ms J was looking for an investment opportunity and saw an advert online for a company I’ll call ‘C’ - which was celebrity-endorsed. Ms J registered ... (4 pages)View decision -
Decision Reference DRN-4744000
25 Apr 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4744000 The complaint Mr B complains that poor service by Phoenix Life Limited when he wanted to take benefits from his personal pension plan has caused him a financial loss. What happened Mr B had a defined contribution personal pension with Phoenix Life Limited (“Phoenix”) invested i... (6 pages)View decision -
Decision Reference DRN-4688497
25 Apr 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4688497 The complaint Mr P has complained that Clydesdale Bank Plc trading as Virgin Money acted irresponsibly when it provided him with a new credit card in February 2020. Background Mr P applied for a credit card with Virgin Money online in February 2020. He has explained that at the... (3 pages)View decision -
Decision Reference DRN-4719909
25 Apr 2024 AWP P&C S.A. UpheldInsuranceDRN-4719909 The complaint Mr C and Ms W are unhappy that AWP P&C SA declined a claim they made on their travel insurance policy. What happened Mr C and Ms W were on holiday. Ms W tested positive for Covid-19 on a Lateral Flow Test. Mr C also tested positive and they were unable to trav... (2 pages)View decision -
Decision Reference DRN-4684537
25 Apr 2024 Cowen Insurance Company Limited UpheldInsuranceDRN-4684537 The complaint Mr M complains that Cowen Insurance Company Limited hasn’t paid a claim under his travel insurance policy. What happened Mr M held a travel insurance policy which was underwritten by Cowen. He was due to travel abroad between 30 June 2023 and 8 July 2023 but the a... (3 pages)View decision
