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-5562065
15 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5562065 The complaint Mr I complains that Monzo Bank Ltd has not reimbursed him for transactions which he has disputed. He made the payments in question using his Monzo debit card. What happened Mr I paid for flights using his Monzo card. He says that a flight from Edinburgh to Belf... (2 pages)View decision -
Decision Reference DRN-5360052
15 May 2025 Liverpool Victoria Financial Services Limited UpheldInsuranceDRN-5360052 The complaint Miss L complains about how Liverpool Victoria Financial Services Limited (“LV”) handled a claim under her income protection policy. What happened Miss L took out an income protection policy on 26 March 2024 through an independent broker. The policy was provide... (5 pages)View decision -
Decision Reference DRN-5561883
15 May 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5561883 The complaint Mr D complains that Aviva Life & Pensions UK Limited (‘Aviva’) is unable to provide him with any information about his pension. Mr D says that without any information about his pension benefit entitlement he does not know if he has been financially disadvan... (8 pages)View decision -
Decision Reference DRN-5477161
15 May 2025 One Call Insurance Services Limited UpheldInsuranceDRN-5477161 The complaint Mr G complains that One Call Insurance Services Limited – trading as One Protect – made errors and failed to respond appropriately when he took out a motor insurance policy. What happened Mr G took out a motor insurance policy on 22 October 2024 – arranged by O... (3 pages)View decision -
Decision Reference DRN-5005728
15 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5005728 The complaint Mr K complains that HSBC UK Bank Plc won’t refund the money he lost to a scam. What happened Mr K wanted to obtain a work visa which would enable him to remain in the country. He contacted someone who was a ‘friend of a friend’ who he’d been told could help hi... (3 pages)View decision -
Decision Reference DRN-4926188
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4926188 The complaint Mr V complains about Revolut Ltd not refunding several payments he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both pa... (3 pages)View decision -
Decision Reference DRN-5558373
15 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5558373 The complaint Mr and Mrs S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-4926245
15 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4926245 The complaint Mr V complains about HSBC UK Bank Plc not refunding several payments he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (4 pages)View decision -
Decision Reference DRN-5558362
15 May 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5558362 The complaint Mrs B and the estate of Mr B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (th... (17 pages)View decision -
Decision Reference DRN-5393560
15 May 2025 TICORP Limited Not upheldInsuranceDRN-5393560 The complaint Mr and Mrs B complain that TICORP Limited mis-sold their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What I’v... (2 pages)View decision
