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
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Decision Reference DRN-5105477
16 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-5105477 The complaint Mr W complains that Tesco Personal Finance PLC (‘Tesco’) won’t refund the money he lost to a scam. What happened Mr W has a credit card account with Tesco. His wife is an additional card holder. In the early days of a new job, Mrs W received an email request w... (3 pages)View decision -
Decision Reference DRN-5195830
16 Dec 2024 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5195830 The complaint Mr K has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd (‘Zurich’) personal pension to a small self-administered scheme (“SSAS”) in 2014. Mr K’s SSAS was subsequently used to invest in an overseas propert... (15 pages)View decision -
Decision Reference DRN-4963689
16 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4963689 The complaint Ms B has complained Monzo Bank Ltd did nothing to intervene and stop payments she made which turned out to be part of a cryptocurrency investment scam. What happened In 2023 Ms B approached a crypto investment company after seeing an advert on social media. Som... (3 pages)View decision -
Decision Reference DRN-4907024
16 Dec 2024 Harvey & Thompson Limited Not upheldConsumer CreditDRN-4907024 The complaint Miss W complains that Harvey & Thompson Limited (H&T) were unreasonable not to allow her additional time to renew a pledge on a bracelet, that an item was auctioned when she’d paid a deposit for it not to be, and that they damaged a ring she’d left with... (2 pages)View decision -
Decision Reference DRN-5179073
16 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5179073 The complaint Mr R on behalf of his business T complains that its Starling Bank Limited (“Starling”) debit card is routinely declined during contactless transactions particularly at petrol stations causing him and T reputational harm. What happened Mr R contacted Starling on... (3 pages)View decision -
Decision Reference DRN-5120297
16 Dec 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5120297 The complaint Mr S complains about the way Admiral Insurance (Gibraltar) Limited handled a claim under his motor insurance policy. What happened The following is intended as a brief summary of events only. Mr S was involved in a non-fault car accident in October 2023 when h... (5 pages)View decision -
Decision Reference DRN-4822056
16 Dec 2024 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-4822056 The complaint Mr W complains that Tesco Personal Finance PLC (“TPF”) treated him unfairly when it defaulted his credit card account. What happened Mr W has a credit card account with TPF. Mr W said TPF accepted a payment plan of £1 per month as he was in financial difficulty... (2 pages)View decision -
Decision Reference DRN-4948653
16 Dec 2024 esure Insurance Limited Not upheldInsuranceDRN-4948653 The complaint Ms B complains about how esure Insurance Limited handled her home insurance claim. What happened Ms B had an esure home insurance policy. In December 2022, a major water leak caused significant damage to her home. She made a claim on her insurance for the damag... (4 pages)View decision -
Decision Reference DRN-4922164
16 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4922164 The complaint Mrs R complained because National Westminster Bank Plc (NatWest) refused to refund her for transactions she said she didn’t authorise. What happened On 15 April 2024, Mrs R contacted NatWest. She said she hadn’t authorised two mobile banking payments which had... (3 pages)View decision -
Decision Reference DRN-4893292
16 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4893292 The complaint Mr D has complained Monzo Bank Ltd did nothing to intervene and stop payments he made which turned out to be part of a cryptocurrency investment scam. What happened In 2023 Mr D was approached out of the blue and presented with investment opportunities. Someone... (3 pages)View decision
