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 360264 results
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Decision Reference DRN-5098774
22 Oct 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5098774 The complaint Miss W has complained that Domestic & General Insurance Plc (D&G) misled her about the appliance it was providing cover for under an appliance warranty. What happened Miss W complained to D&G. She said that a few years earlier she had asked D&G... (3 pages)View decision -
Decision Reference DRN-5054022
22 Oct 2024 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5054022 The complaint Mr H1 and Mr H2 complain that Aioi Nissay Dowa Insurance UK Limited (Aioi) provided a poor level of support after a telematics device that was fitted to Mr H1’s car caused the car battery to go flat. References to Mr H1 or Mr H2, will include the other. Aioi ... (3 pages)View decision -
Decision Reference DRN-5027147
22 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5027147 The complaint Mr P has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In autumn 2023, Mr P was cold-contacted on a messaging app. He was offered a fully remote job completing relatively simple tasks in exchange for... (4 pages)View decision -
Decision Reference DRN-5091102
22 Oct 2024 UBS AG UpheldInvestmentsDRN-5091102 The complaint Ms A complains that UBS AG didn’t adhere to the agreed investment instructions for her investment portfolio, and this caused her a loss. What happened The background and the second provisional decision (which includes the initial provisional decision within it)... (19 pages)View decision -
Decision Reference DRN-5054236
22 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5054236 The complaint Mr W has complained that Nationwide Building Society (“Nationwide”) failed to protect him from falling victim to a cryptocurrency investment scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here... (3 pages)View decision -
Decision Reference DRN-4982593
22 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4982593 The complaint Miss G complains that National Westminster Bank Plc (NatWest) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it a... (3 pages)View decision -
Decision Reference DRN-5097253
22 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5097253 The complaint A company, which I’ll refer to as W, complains that Revolut Ltd (“Revolut”) won’t refund payments that debited its account as part of a scam. Mr P, who is the director of W, has brought this complaint on W’s behalf. What happened On 31 March 2023, Mr P receive... (7 pages)View decision -
Decision Reference DRN-5097842
22 Oct 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5097842 The complaint Mr L has complained that Barclays Bank UK PLC, trading as Barclaycard, unfairly closed his account, without notice. He also explained it hadn’t removed a fraud marker from 2020, despite having agreed it would. What happened Mr L had a credit card account with B... (2 pages)View decision -
Decision Reference DRN-5070282
22 Oct 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5070282 The complaint Mr P complains that Capital One (Europe) plc closed his account because he didn’t re- validate his identity and address within the timeframe. Mr P says this was because of miscommunication and a lack of support from Capital One. What happened Mr P held a credit... (3 pages)View decision -
Decision Reference DRN-5096963
22 Oct 2024 Zurich Assurance Ltd UpheldInsuranceDRN-5096963 The complaint Mrs T and Mr T complain that Zurich Assurance Ltd provided misleading information when they requested a partial surrender of a whole of life policy, and that this left them with significantly reduced life cover than they were told they would retain. What happen... (4 pages)View decision
