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-5310026
20 Feb 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5310026 The complaint Mr B has complained that Lloyds Bank General Insurance Limited (Lloyds) unfairly declined a claim under his home insurance policy. Mr B was represented in this claim, but for ease, I will normally only refer to him. What happened Mr B contacted Lloyds to make... (3 pages)View decision -
Decision Reference DRN-5286150
20 Feb 2025 Refundee Limited UpheldClaims ManagementDRN-5286150 The complaint Mr G complains as a director of F, a limited company, about the service he received from Refundee Limited while representing him in complaints to do with a scam. What happened In mid-2023, Mr G engaged the services of Refundee after becoming a victim of an Auth... (3 pages)View decision -
Decision Reference DRN-4985564
20 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4985564 Complaint Ms H is unhappy that Revolut Ltd didn’t refund her losses after she fell victim to a scam. Background In December 2022, Ms H began researching different investment opportunities. She says she filled out several enquiry forms with various companies. Subsequently, sh... (8 pages)View decision -
Decision Reference DRN-5303177
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5303177 The complaint Mrs A complains that Monzo Bank Ltd did not refund a series of payments she lost to a scam. What happened Mrs A was contacted via a messaging app about a job opportunity that was fully remote and flexible. Mrs A would take part in online marketing with the end ... (3 pages)View decision -
Decision Reference DRN-5151236
20 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5151236 Complaint Mr F is unhappy that HSBC UK Bank Plc didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr F says that he fell victim to an investment scam in early 2021. He invested his money under a scheme where investors were to provide the funds fo... (4 pages)View decision -
Decision Reference DRN-5345906
20 Feb 2025 Birchwood Investment Management Limited UpheldInvestmentsDRN-5345906 The complaint Miss M and Mr M complain about the service provided by Birchwood Investment Management Limited (referred to as “Birchwood”). In summary, Miss M says Birchwood used an online portal – namely the online Money info system (referred to as “the portal”) – which pro... (8 pages)View decision -
Decision Reference DRN-5055654
20 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5055654 The complaint Mrs S complains that Lloyds Bank PLC did not refund a series of payments she lost to a scam. What happened Mrs S was contacted via a messaging app about a job opportunity that was fully remote. Unfortunately, this was a scam in which Mrs S had to complete a set... (4 pages)View decision -
Decision Reference DRN-4985916
20 Feb 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4985916 The complaint Mr P complains that Aviva Life & Pensions UK Limited (“Aviva”) sold him a savings endowment policy which he says returned less than the minimum maturity value. He also says that he wasn’t made aware that he ought to receive financial advice before taking ou... (2 pages)View decision -
Decision Reference DRN-5323362
20 Feb 2025 The Welfare Dwellings Trust Limited Not upheldMortgagesDRN-5323362 The complaint Ms M complains, on behalf of the estate of her late father Mr R, that The Welfare Dwellings Trust Limited (WDT) is not acting fairly in seeking to recover the amount of a home reversion plan by requiring the sale of the late Mr R’s property. Ms M also complains... (6 pages)View decision -
Decision Reference DRN-4750592
20 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4750592 The complaint and background Mrs A complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. Mrs A made the following payments in November 2023, to what she was led to believe was an employment opportunity – completing tasks online to earn commiss... (2 pages)View decision
