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 381196 results
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Decision Reference DRN-5563361
23 Jul 2025 Unum Ltd Not upheldInsuranceDRN-5563361 The complaint Mr B is unhappy with how Unum Ltd (Unum) applied his income protection claim and that it stopped paying his income protection benefit. Mr B is being represented on this complaint. What happened The background to this complaint is well-known to both parties. So,... (3 pages)View decision -
Decision Reference DRN-5505959
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505959 The complaint Mr G complains that Monzo Bank Ltd will not refund money he lost to a scam. What happened Mr G said he made the following payments as a result of a safe account scam. Payment Date Time Type of transaction Amount 1 13 September 2023 17:00 Card payment £3,900 2 1... (4 pages)View decision -
Decision Reference DRN-5628871
23 Jul 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5628871 The complaint Mr D and Mrs D have complained that Aviva Life & Pensions UK Limited declined Mr D’s terminal illness claim. What happened The background to this complaint is well known to the parties so it serves no purpose for me to repeat it in detail here. In summary M... (2 pages)View decision -
Decision Reference DRN-5709527
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5709527 The complaint M, a company, has complained that Revolut Ltd didn’t do enough to prevent them losing money to an email invoice intercept scam. They’d like the funds returned to them. What happened In May 2022 M entered into an agreement with a supplier, who I will refer to a... (6 pages)View decision -
Decision Reference DRN-5663186
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5663186 The complaint Miss B complains about how Monzo Bank Ltd handled her request for help in getting a refund for a transaction made on her debit card, and that it later decided to close her current account. What happened In January 2025, Miss B bought an item from a company I’l... (3 pages)View decision -
Decision Reference DRN-5704593
23 Jul 2025 Wakam UpheldInsuranceDRN-5704593 The complaint Mr R has complained about his former car insurer, Wakam. He says it gave him misleading information which caused him to drive whilst uninsured and then unfairly avoided his policy (treated it as though it had never existed). What happened In October 2023 Mr R’... (4 pages)View decision -
Decision Reference DRN-5225337
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5225337 The complaint Mr M has complained that Barclays Bank UK PLC won’t refund all the money he lost after falling victim to a scam. What happened Mr M saw an online advert for a cryptocurrency investment firm on social media, and got in touch with the company. They posed as broke... (3 pages)View decision -
Decision Reference DRN-5058191
23 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5058191 The complaint Ms Q complains about TSB Bank plc. She says that it failed to protect her from a scam and would like it to refund her the money she has lost. Ms Q’s complaint has been referred to this service by a professional representative, but for the sake of readability, I... (3 pages)View decision -
Decision Reference DRN-5389165
23 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5389165 The complaint Ms J complains that TSB Bank Plc (TSB) didn’t do enough to protect her from the financial harm caused by a cryptocurrency investment scam. Ms J has been represented by a claims management company throughout her complaint. I have referred to them as Ms J’s repr... (4 pages)View decision -
Decision Reference DRN-5108793
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5108793 The complaint Mr B complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr B said he received a call from someone purporting to be a member of the Italian police, who we now know was a scammer. The scammer said Mr B’... (5 pages)View decision
