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 121479 results
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Decision Reference DRN-3888472
3 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3888472 The complaint Miss A has complained that Monzo Bank Ltd (Monzo) has refused to refund her the money she lost falling victim to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Miss A was ... (3 pages)View decision -
Decision Reference DRN-4257519
3 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4257519 The complaint Mr W complains that Monzo Bank Ltd won’t reimburse the money he lost to a scam. What’s happened? Mr W has fallen victim to a cryptocurrency investment scam. In summary, he’s explained that he came across a company I’ll refer to as ‘T’ whilst using a popular social... (4 pages)View decision -
Decision Reference DRN-4273719
3 Aug 2023 Haven Insurance Company Limited UpheldInsuranceDRN-4273719 The complaint Miss M complains about how Haven Insurance Company Limited settled her commercial motor insurance policy. What happened Miss M had a commercial motor insurance policy for her vehicle. In October 2022 she made a claim following an accident. Haven accepted her claim... (3 pages)View decision -
Decision Reference DRN-4174833
3 Aug 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4174833 The complaint E complains that AXA Insurance UK Plc (“AXA”) unfairly declined a legal expenses insurance (“LEI”) claim under its management liability policy. Any reference to E or AXA includes respective agents and representatives. What happened The background of this complaint... (3 pages)View decision -
Decision Reference DRN-4269104
3 Aug 2023 Coventry Building Society UpheldBanking and PaymentsDRN-4269104 The complaint Mr G complains that Coventry Building Society (‘CBS’) failed to do enough to protect him when he fell victim to a crypto investment scam. What happened Mr G was contacted by a woman, who I’ll refer to as “C” on an online dating platform. After a few weeks of conta... (7 pages)View decision -
Decision Reference DRN-4268803
3 Aug 2023 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4268803 The complaint Mr and Mrs L are unhappy with how Admiral Insurance (Gibraltar) Limited handled a claim they made on their travel insurance policy. What happened Mr and Mrs L were in the USA in October 2022 and Mrs L became unwell. They contacted Admiral for assistance and didn’t... (3 pages)View decision -
Decision Reference DRN-3848331
3 Aug 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3848331 The complaint Mrs S complains she was mis-sold an investment she made in two bonds issued by Basset & Gold Plc (“B&G plc”). She says she was led to believe that all funds were fully secured and security backed, but now knows that was not the case. She would like to be c... (11 pages)View decision -
Decision Reference DRN-4061998
3 Aug 2023 U K Insurance Limited UpheldInsuranceDRN-4061998 The complaint Ms F complains that U K Insurance Limited (“UKI”) mishandled a claim on her motor insurance policy. What happened Ms F had a hatchback car. For the year from 24 October 2021, she had the car insured on a comprehensive policy. UKI was the insurer responsible for de... (3 pages)View decision -
Decision Reference DRN-3854799
3 Aug 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3854799 The complaint Ms R complains she was mis-sold an investment she made in two bonds issued by Basset & Gold Plc (“B&G plc”). She says she was led to believe that her investments were protected by the Financial Services Compensation Scheme (“FSCS), but now knows that was n... (11 pages)View decision -
Decision Reference DRN-3854782
3 Aug 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3854782 The complaint Mrs H complains she was mis-sold an investment she made in a bond issued by Basset & Gold Plc (“B&G plc”). She says she was led to believe that all funds were fully secured and security backed, but now knows that was not the case. She would like to be comp... (11 pages)View decision
