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-4791633
19 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4791633 The complaint Mr and Mrs W complain that Lloyds Bank PLC (‘Lloyds’) won’t refund the money they lost after falling victim to a scam. What happened In 2020, Mr and Mrs W decided to downsize their family home and invest the surplus to fund their retirement. Mr and Mrs W looked at... (4 pages)View decision -
Decision Reference DRN-4855916
19 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4855916 The complaint Mr P, Mrs B and Mr K complain that Monzo Bank Ltd (‘Monzo’) won’t refund the money that was lost as the result of a scam. What happened The account is in Mr P’s name and he made all of the payments to the scam. However, payment six was funded by Mrs B and payments... (6 pages)View decision -
Decision Reference DRN-4860215
19 Jun 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4860215 The complaint Mr R has complained that Admiral Insurance (Gibraltar) Limited recorded a claim made on his motor insurance policy as a 50/50 fault claim. What happened The details of this complaint are well known to both parties, so I will not repeat them again in full detail he... (3 pages)View decision -
Decision Reference DRN-4657733
18 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4657733 The complaint Ms M complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-4860065
18 Jun 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4860065 The complaint Mr C complains BMW Financial Services (GB) Limited didn’t do enough when a third party attempted to, and succeeded in, taking over their account. What happened Mr C says he’s taken out a number of finance agreements with BMW over the years including one he took ou... (3 pages)View decision -
Decision Reference DRN-4671853
18 Jun 2024 AXIS Specialty Europe SE UpheldInsuranceDRN-4671853 The complaint Mr A and Ms P complained that AXIS Specialty Europe SE (“AXIS”) didn’t fairly settle their claim for loss of rent when repairs to their property were delayed, under their commercial property insurance. What happened AXIS settled a claim for Mr A and Ms P when a le... (3 pages)View decision -
Decision Reference DRN-4859382
18 Jun 2024 Cynergy Bank Plc UpheldBanking and PaymentsDRN-4859382 The complaint Mr C is unhappy with several aspects of the service that he’s received from Cynergy Bank Limited. What happened To briefly summarise: Mr C was interested in opening an online notice account (“ONA”) with Cynergy to take advantage of the interest rate offered on the... (4 pages)View decision -
Decision Reference DRN-4859610
18 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4859610 The complaint Mr M and Mrs M complain that Lloyds Bank PLC won’t refund the money that was lost when Mrs M fell victim to a scam. Mrs M’s son is a party to the account. As the events complained about happened to Mrs M and she has taken the lead on the complaint, I am referring ... (12 pages)View decision -
Decision Reference DRN-4844322
18 Jun 2024 Scottish Widows Limited UpheldInsuranceDRN-4844322 The complaint Mr S has complained that Scottish Widows Limited provided him misleading information about his income protection policy. What happened The background to this complaint is well known to the parties so I won’t repeat it in detail here. In summary Mr S took out two i... (2 pages)View decision -
Decision Reference DRN-4839617
18 Jun 2024 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-4839617 The complaint Mrs H says Scottish Widows Limited is responsible for providing her with incorrect information about the value of her pension, for failing to action her pension contributions properly and for generally poor service. She says this caused her considerable stress and... (6 pages)View decision