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 128535 results
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Decision Reference DRN-3968265
24 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3968265 The complaint Miss G is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But briefly, and based on the submissions of both pa... (4 pages)View decision -
Decision Reference DRN-3857172
24 Mar 2023 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-3857172 The complaint Miss M has complained about her let property insurer AXA XL Insurance Company UK Limited regarding a water leak claim, how long this took to be resolved and the upset and loss that were caused as a result. What happened In 2021, there was a leak from the shower at... (2 pages)View decision -
Decision Reference DRN-4037998
24 Mar 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4037998 The complaint Ms B complains that Barclays Bank UK PLC hasn’t refunded her the total amount she lost when she fell victim to a scam. What happened I issued a provisional decision in March 2023 to explain why I thought Ms B’s complaint should be partially upheld. And I said I’d ... (9 pages)View decision -
Decision Reference DRN-4012906
24 Mar 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4012906 The complaint Mr A complains that Skyfire Insurance Company Limited mishandled his claim on his motor insurance policy. What happened The subject matter of the claim and the complaint is a car, first registered in 2016. Mr A has owned it since at least August 2019. Mr A took ou... (3 pages)View decision -
Decision Reference DRN-3791993
24 Mar 2023 Step One Finance Limited UpheldMortgagesDRN-3791993 The complaint Mrs F complains about a secured loan which was taken out fraudulently in her name with Step One Finance Limited. She says Step One shouldn’t have granted the loan as it didn’t do proper checks on the application, and it gave her false and misleading information wh... (3 pages)View decision -
Decision Reference DRN-4009415
24 Mar 2023 Aviva Insurance Limited UpheldInsuranceDRN-4009415 The complaint Mr K has complained about his car insurer Aviva Insurance Limited as following it repairing his car, it was making a noise and the steering was heavier than before. What happened Mr K noted his car had been tampered with overnight. He spoke to neighbours and the p... (3 pages)View decision -
Decision Reference DRN-4045997
24 Mar 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4045997 The complaint Mr and Mrs W are unhappy that HSBC UK Bank Plc has not refunded them after Mr W was the victim of a safe account scam. Whilst this complaint concerns a joint account, it was Mr W that fell victim to the scam and is acting on behalf of both account holders in bring... (9 pages)View decision -
Decision Reference DRN-4011397
24 Mar 2023 AXA Insurance UK Plc UpheldInsuranceDRN-4011397 The complaint Mr and Mrs T are unhappy with AXA Insurance UK Plc (AXA) declining their claim for landslip at their property. What happened The background of this complaint is well known to both parties. So, I’ll summarise the key points I’ve focused on within my decision. In D... (3 pages)View decision -
Decision Reference DRN-4039184
24 Mar 2023 Chase de Vere Independent Financial Advisers limited UpheldInvestmentsDRN-4039184 The complaint Mr and Mrs G complain Chase de Vere Independent Financial Advisers Limited (Chase) mis-sold them a reviewable whole of life (RWOL) policy. What happened In 1995, Mr G met with an adviser from a business Chase have since acquired liability for. Mr and Mrs G were ma... (7 pages)View decision -
Decision Reference DRN-4045352
24 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4045352 The complaint Ms B complains about the way National Westminster Bank Plc (NatWest) handled international transfer requests she made. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Ms B called NatWest on... (4 pages)View decision