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 370149 results
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Decision Reference DRN-5120176
30 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5120176 The complaint Ms B has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to a “safe account” scam. What happened Ms B’s complaint arises from a scam she fell victim to in February 2024, whereby she received a phone call from an individual (“t... (5 pages)View decision -
Decision Reference DRN-5039620
30 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5039620 The complaint Mr A complained because Lloyds Bank PLC refused to refund him for payments which he said he didn’t authorise. What happened At 12.24 pm on 6 June 2024, £5,000 was transferred from Mr A’s Lloyds savings account to his current account. One minute later, there wa... (3 pages)View decision -
Decision Reference DRN-5185078
30 Dec 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-5185078 The complaint Mr W complains that AXA Insurance UK Plc (AXA) settled a claim against his motor insurance from another driver. References to AXA include other organisations and individuals acting on its behalf. What happened Mr W had motor insurance with AXA. Another driver s... (3 pages)View decision -
Decision Reference DRN-5007195
30 Dec 2024 Unum Ltd Not upheldInsuranceDRN-5007195 The complaint Mr B is unhappy that Unum Ltd has stopped his benefit payments under his income protection policy. What happened Mr B has a group income protection policy with his employer. The policy provides a benefit in certain circumstances after a deferred period of 13 we... (4 pages)View decision -
Decision Reference DRN-5195477
30 Dec 2024 BISL Limited Not upheldInsuranceDRN-5195477 The complaint Ms S has complained that the broker BISL trading as Dial Direct failed to automatically renew her car insurance policy with her insurer. She is unhappy that when she contacted BISL when cover lapsed, it didn’t honour the renewal price and offered a higher premi... (3 pages)View decision -
Decision Reference DRN-5147199
30 Dec 2024 Money Redress Limited UpheldClaims ManagementDRN-5147199 The complaint Mr C complains about the fee charged by Money Redress Limited (“MRL”) after he received a successful outcome to a complaint it raised against a pension provider on his behalf. What happened In mid-2018, Mr C signed an agreement with MRL for it to act on his be... (4 pages)View decision -
Decision Reference DRN-5096313
30 Dec 2024 BUPA Insurance Limited UpheldInsuranceDRN-5096313 The complaint Mr Y is unhappy with the way BUPA Insurance Limited handled his data. What happened Mr Y has a private medical insurance policy underwritten by BUPA. BUPA incorrectly added Mr Y’s phone number to an appointment request for another individual. He was then contac... (3 pages)View decision -
Decision Reference DRN-5100909
30 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5100909 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”) closed his account and unfairly lodged a marker against him with a fraud prevention agency. What happened Mr D has explained that Monzo contacted him about some payments he didn’t recognise. He told Monzo that someon... (4 pages)View decision -
Decision Reference DRN-4889860
30 Dec 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4889860 The complaint Mr K has complained that Santander UK Plc (“Santander”) failed to protect him from falling victim to an employment-related scam. What happened The background of this complaint is already known to both parties, so I won’t repeat all of it here. But I’ll summari... (5 pages)View decision -
Decision Reference DRN-5118486
30 Dec 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5118486 The complaint Mr H complains about the service provided by Lloyds Bank PLC (‘Lloyds’) when he was trying to make a cheque payment to his stockbroker. What happened Mr H held a current account with Lloyds, which he’d opened in 2023. 1 August 2024 - Mr H posted a cheque to h... (5 pages)View decision
