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 366874 results
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Decision Reference DRN-4939684
11 Dec 2024 Phoenix Life Limited Not upheldInsuranceDRN-4939684 The complaint Mrs C complains that Phoenix Life Limited mis-sold her a life insurance policy. What happened In 2000 Mrs C took out a life insurance policy via a broker. Phoenix Life is now responsible for the sale of the policy. She is unhappy that the term of the policy is ... (3 pages)View decision -
Decision Reference DRN-5199370
11 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5199370 The complaint C complains that Lloyds Bank PLC (Lloyds) allowed a fraudster to withdraw money from its business account. C wants to know how the fraudulent transaction took place. C also complains that the restrictions that have been put in place, prevent C from using the ac... (3 pages)View decision -
Decision Reference DRN-5139960
11 Dec 2024 Hiscox Underwriting Limited Not upheldInsuranceDRN-5139960 The complaint H, a limited company, complains Hiscox Underwriting Limited mis-sold it a legal protection insurance policy. H is represented in bringing the complaint by its director, Mrs H. What happened In November 2022, H took out business protection insurance with Hiscox ... (3 pages)View decision -
Decision Reference DRN-4879428
11 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4879428 The complaint Mr G complains that Revolut Ltd ought to have done more to protect him when he sent funds from his account to a cryptocurrency investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The... (2 pages)View decision -
Decision Reference DRN-5203373
11 Dec 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5203373 The complaint Mr D complains that Watford Insurance Company Europe Limited cancelled his car insurance policy and won’t pay his claim for the theft of his car. My references to Watford include its agents. What happened In 2024 Mr D bought a car. On 11 February 2024 he insure... (6 pages)View decision -
Decision Reference DRN-5154027
11 Dec 2024 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5154027 The complaint Mrs B has complained that her claim for storm damage was rejected by her insurer, Liverpool Victoria Insurance Company Limited (LV). Mrs B made a claim against her home buildings insurance policy. What happened Mrs B made a claim to LV when her garden brick wal... (3 pages)View decision -
Decision Reference DRN-5025431
11 Dec 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-5025431 The complaint M Ltd, represented by its sole director Mr H, complained because Metro Bank PLC refused to refund it for transactions which he said he hadn’t authorised. What happened Around 5.30am on 17 December 2023, Mr H was in a large city ordering a taxi on his phone. Th... (4 pages)View decision -
Decision Reference DRN-4584344
11 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4584344 The complaint Miss B complains that Revolut Ltd (“Revolut”) have failed to refund the money she lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving the... (2 pages)View decision -
Decision Reference DRN-4833563
11 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4833563 The complaint Ms C complains that Barclays Bank UK PLC (Barclays) won’t refund money she lost in an investment scam. What happened What Ms C says: In 2018, Ms C was told about an investment by a family friend – who said they’d received good returns from it. She went to an ‘i... (4 pages)View decision -
Decision Reference DRN-5078087
11 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5078087 The complaint Ms B complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. Ms B is being represented by solicitors in this complaint. What happened The details of this complaint are well known to the parties and have been previously set out by ... (3 pages)View decision
