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 369227 results
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Decision Reference DRN-5349395
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5349395 The complaint Mrs B has complained that HSBC UK Bank Plc (“HSBC”) failed to protect her from falling victim to an impersonation scam, and hasn’t refunded the money she lost. What happened I issued my provisional decision (“PD”) earlier this month explaining why I intended t... (6 pages)View decision -
Decision Reference DRN-5023145
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5023145 The complaint Mr L complains Monzo Bank Ltd (“Monzo”): Closed his account with immediate effect and without explanation. Lent to him irresponsibly when increasing his credit card account limit to £4,500. Is unfairly holding him liable for his credit card balance as it ... (6 pages)View decision -
Decision Reference DRN-5308438
21 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5308438 The complaint Mrs S and Mr S complain Royal & Sun Alliance Insurance Limited (RSA) have unfairly declined their claim under their home insurance policy for damage to blocked drains at their property. Mr S is the lead complainant, so I have referred to Mr S for the rest ... (2 pages)View decision -
Decision Reference DRN-5344088
21 Feb 2025 AXA XL Insurance Company UK Limited UpheldInsuranceDRN-5344088 The complaint Mr N has complained about the settlement of a claim and the service received from AXA XL Insurance Company UK Limited under his international health policy. What happened The background to this complaint is well known to the parties and not in dispute. In summa... (6 pages)View decision -
Decision Reference DRN-4831127
21 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4831127 The complaint Mr H says Revolut Ltd (“Revolut”) should refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr H says he was abroad when... (2 pages)View decision -
Decision Reference DRN-4786678
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4786678 The complaint Mr U says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr U says his card and ... (2 pages)View decision -
Decision Reference DRN-5306988
21 Feb 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5306988 The complaint Mrs L complains that Lloyds Bank PLC trading as Scottish Widows Bank allowed her ex- partner to make changes to their joint mortgage. She asks that Lloyds changes its processes and pays compensation. What happened Mrs L has a joint mortgage with her (now ex) pa... (3 pages)View decision -
Decision Reference DRN-5137105
21 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5137105 The complaint The estate of Mr M complains Barclays Bank UK PLC (“Barclays”) should refund it for unauthorised transactions from Mr M’s account. This complaint has been brought by the late Mr M’s sister on behalf of the estate of Mr M. To keep things simple, and in the hope ... (2 pages)View decision -
Decision Reference DRN-5348436
21 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5348436 The complaint Ms S complains about how BMW Financial Services (GB) Limited dealt with the overpayment in connection with her car finance agreement and the service it’s given her. What happened In 2015 Ms S acquired a car through a hire purchase agreement taken out with BMW i... (5 pages)View decision -
Decision Reference DRN-5296046
21 Feb 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5296046 The complaint Mr and Mrs J complain about Liverpool Victoria Insurance Company Limited (‘LV’)’s handling of two claims on his home emergency insurance. Both Mr and Mrs J are named policyholders on their LV policy, so any claim or complaint is brought by them both. But for si... (3 pages)View decision
