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 380824 results
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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 -
Decision Reference DRN-5156698
18 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5156698 The complaint Mr A is unhappy that Starling Bank Limited 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 backg... (3 pages)View decision -
Decision Reference DRN-5634035
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5634035 The complaint Mr S is unhappy Revolut Ltd didn’t refund payments he made as part of a scam. Mr S brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr S throughout this decision. What happened In March 2023 Mr S says he ... (5 pages)View decision
