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 121261 results
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Decision Reference DRN-4716771
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4716771 The complaint Mrs W complains that Monzo Bank Ltd hasn’t refunded her for money she lost to a scam. What happened Mrs W holds an account with Monzo. In September 2023, she was contacted through a messaging app with the offer of a remote working job opportunity. This involve... (6 pages)View decision -
Decision Reference DRN-5392396
13 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5392396 The complaint Mrs W and Mr I complain about how Topaz Finance Limited, trading as Hyalite Mortgages, and its predecessors have administered their mortgage and the sale of the mortgaged property. What happened Mrs W and Mr I took out a mortgage with Kensington Mortgage Compan... (5 pages)View decision -
Decision Reference DRN-5111130
13 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5111130 The complaint Mrs K complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In June 2023, Mrs K received a text message from someone who said they were from a recruitment agency and had a potential job for her. Mr K replie... (9 pages)View decision -
Decision Reference DRN-5338068
13 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5338068 The complaint Mr S complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on his pet insurance policy. What happened Mr S bought a pet insurance policy for his dog in December 2023. In July 2024, his dog developed a corneal ulcer in her right e... (3 pages)View decision -
Decision Reference DRN-5393659
13 Mar 2025 Markerstudy Insurance Company Limited UpheldInsuranceDRN-5393659 The complaint Miss S complains about how Markerstudy Insurance Company Limited (‘Markerstudy’) handled a claim made on her car insurance policy. What happened The events of this complaint will be well known by both parties, so I’ll only summarise briefly what happened here.... (5 pages)View decision -
Decision Reference DRN-5383976
13 Mar 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5383976 The complaint Mr C is unhappy that he wasn’t eligible for a cashback promotion offered by Halifax Share Dealing Limited (“Halifax”). What happened Mr C held a stocks & shares ISA with Halifax. In early 2024, Halifax launched a promotion offering £100 cashback bonus for ... (3 pages)View decision -
Decision Reference DRN-4937518
12 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4937518 The complaint Mrs R complains that Revolut Ltd won’t refund money she lost when she fell victim to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to the parties and has been previously set out by the investigator. So,... (10 pages)View decision -
Decision Reference DRN-5309726
12 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5309726 The complaint Mr G complains about Ageas Insurance Limited’s handling of a claim he made under his home insurance policy after an escape of water. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here, concent... (5 pages)View decision -
Decision Reference DRN-5378025
12 Mar 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5378025 The complaint Miss F complains that when a conditional sale agreement for a car was cancelled because it hadn’t been of satisfactory quality, Moneybarn No. 1 Limited didn’t give her a fair settlement in respect of the monthly payments she’d made under the agreement. What hap... (3 pages)View decision -
Decision Reference DRN-4509478
12 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4509478 Complaint Ms C is unhappy that Lloyds Bank PLC didn't reimburse her after she told it she'd fallen victim to a scam. Background In 2021, Ms C was offered an opportunity to invest her money with an individual I'll refer to as Mr V. Mr V was presented as a highl... (3 pages)View decision
