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 369228 results
-
Decision Reference DRN-5543582
18 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5543582 The complaint Mr C complains that Kroo Bank Ltd hasn’t reimbursed a payment that he says he didn’t make. He’s also unhappy with the customer service related to his claim. What happened As both parties are familiar with the facts of this case, I’ll summarise them briefly. Mr ... (3 pages)View decision -
Decision Reference DRN-5577746
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5577746 The complaint Mr C complains that Revolut Ltd is holding him liable for payments he didn’t make. What happened In December 2024, Mr C reported several card payments totalling just over £700, to an e-commerce company and a telecommunications provider, as unauthorised. The di... (2 pages)View decision -
Decision Reference DRN-5448004
18 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5448004 The complaint Ms N and Ms N complained that AXA Insurance UK Plc (“AXA”) unfairly declined a claim for storm damage to a garden wall, under their home buildings insurance policy. I’ll refer to the Ms N who is acting as the lead complainant in my decision for ease. What happe... (3 pages)View decision -
Decision Reference DRN-5356321
18 Jun 2025 USAY BUSINESS LTD Not upheldInsuranceDRN-5356321 The complaint Mr A has complained about poor service from USAY BUSINESS LTD in relation to the renewal of a private medical insurance policy. What happened Usay is the broker that was dealing with the renewal of the policy. It quoted Mr A a monthly premium of £65.18, to whi... (2 pages)View decision -
Decision Reference DRN-5245236
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5245236 The complaint Mr A complains that Monzo Bank Ltd won’t refund money he says was lost to a scam. Mr A is represented by a firm I’ll refer to as R. For ease, I have referred to comments made by R as though Mr A himself made them. What happened Mr A said the following payments ... (4 pages)View decision -
Decision Reference DRN-5156778
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5156778 The complaint Mr A is unhappy that Monzo Bank Ltd will not refund money he said he lost as a result of a scam. Mr A is represented by a firm I’ll refer to as R. For ease, I have referred to comments made by R as though Mr A himself made them. What happened The card payments ... (3 pages)View decision -
Decision Reference DRN-5521313
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5521313 The complaint Miss R complains Monzo Bank Ltd didn’t do enough to help get a refund for a purchase made on her debit card. What happened In August 2024, Miss R booked flights online with a company I’ll call “T”. When booking the flights, Miss R also paid for an extended ref... (3 pages)View decision -
Decision Reference DRN-5608773
18 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5608773 The complaint Mr G is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mr G fell victim to a job/task scam. He was contacted v... (4 pages)View decision -
Decision Reference DRN-5402716
18 Jun 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5402716 The complaint Mrs A is unhappy that Legal and General Assurance Society Limited (L&G) terminated her income protection claim. What happened Mrs A has a group income protection policy with her employer. L&G is the underwriter. The policy provides a benefit in certain ... (4 pages)View decision -
Decision Reference DRN-5156630
18 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5156630 The complaint Mr A is unhappy that Santander UK Plc will not refund money he said he lost as a result of a scam. Mr A is represented by a firm I’ll refer to as R. For ease, I have referred to comments made by R as though Mr A himself made them. What happened The background... (3 pages)View decision
