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 121877 results
-
Decision Reference DRN-5284858
4 Feb 2025 BUPA Insurance Limited UpheldInsuranceDRN-5284858 The complaint Mr H complains that BUPA Insurance Limited declined his claim against his private medical insurance policy. He also complains about the service he received when making his claim. What happened In summary, Mr H has been a member of BUPA for many years. His memb... (3 pages)View decision -
Decision Reference DRN-5087427
4 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5087427 The complaint H, a limited company, complains that HSBC UK Bank Plc has declined to refund disputed transactions that it says were carried out by an unauthorised individual. What happened H is represented by its director, Mr P. In November 2023, Mr P says his office was brok... (3 pages)View decision -
Decision Reference DRN-5303095
4 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5303095 The complaint Mrs I complains that Lloyds Bank PLC won’t refund money she says she lost to an investment scam. What happened In 2018, Mrs I first invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. She invested a second sum of £14,000 by making a... (7 pages)View decision -
Decision Reference DRN-5306761
4 Feb 2025 Zurich Insurance PLC UpheldInsuranceDRN-5306761 The complaint A limited company, “S” complains Zurich Insurance PLC declined a claim it made for storm damage under a commercial buildings insurance policy. Mr S, a director of S, brings the complaint on its behalf with the assistance of a representative. What happened The f... (3 pages)View decision -
Decision Reference DRN-5288978
4 Feb 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5288978 The complaint Miss G complains that Kroo Bank Ltd blocked her account and failed to send the balance on the account to her. What happened In April 2024 Miss G's account was blocked by Kroo after she reported unauthorised transactions. She says this caused her difficulty... (2 pages)View decision -
Decision Reference DRN-5257286
4 Feb 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5257286 The complaint Mr H and Mrs H have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined to deal with a claim under their home emergency policy. As Mr H mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to h... (3 pages)View decision -
Decision Reference DRN-5305516
4 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5305516 The complaint Miss S complains that NewDay Ltd, trading as Aqua, irresponsibly provided her with credit. Miss S is supported in bringing this complaint by a representative. But for ease, I’ll refer to all submissions and actions as being those of Miss S herself. What happe... (3 pages)View decision -
Decision Reference DRN-5259388
4 Feb 2025 CIGNA Europe Insurance Company SA-NV UpheldInsuranceDRN-5259388 The complaint Mr F complains that CIGNA Europe Insurance Company SA-NV cancelled his private medical insurance policy from the outset. What happened In summary, in October and November 2023, Mr F’s mother called CIGNA on his behalf and took out a private medical insurance p... (6 pages)View decision -
Decision Reference DRN-5306516
4 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5306516 The complaint Ms F complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a 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 both part... (5 pages)View decision -
Decision Reference DRN-5306415
4 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5306415 The complaint Mrs A complains Revolut Ltd didn’t send her a customised debit card she had ordered and the customer service she received. What happened I sent the parties a provisional decision in January 2025, in which I set out the following background information to the co... (3 pages)View decision
