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 374385 results
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Decision Reference DRN-5371926
13 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5371926 The complaint Mr and Mrs O are unhappy Lloyds Bank PLC (‘Lloyds’), hasn’t refunded them the money they lost after falling victim to an Authorised Push Payment (‘APP’) scam. What happened The details of this case are well-known to both parties, so I don’t need to repeat them... (6 pages)View decision -
Decision Reference DRN-5048036
13 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5048036 The complaint Miss B complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by... (4 pages)View decision -
Decision Reference DRN-5685169
13 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5685169 The complaint Mr T complains Vanquis Bank Limited (Vanquis) failed to carry out sufficient financial checks before it approved a credit card account for him and two subsequent credit limit increases. What happened Mr T says Vanquis approved a credit card account for him in N... (4 pages)View decision -
Decision Reference DRN-5706084
13 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5706084 The complaint Mrs S complains that Lloyds Bank PLC sent her ex-husband confirmation via text that she had registered for voice ID. What happened Mrs S holds a credit card account with Lloyds. After she registered with the bank for voice ID an SMS message was sent to her ex-h... (2 pages)View decision -
Decision Reference DRN-5470136
13 Aug 2025 ReAssure Limited Not upheldInsuranceDRN-5470136 The complaint Mrs O is unhappy that ReAssure Limited (ReAssure) declined her personal accident claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mrs O took out a persona... (4 pages)View decision -
Decision Reference DRN-5747806
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5747806 The complaint Mrs C is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. Mrs C initially brought her complaint with the assistance of a professional representative but she is now representing herself. For ease I’ll refer to all the submissions as being from ... (10 pages)View decision -
Decision Reference DRN-5048027
13 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5048027 The complaint Miss B complains that Starling Bank Ltd (‘Starling’) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in det... (3 pages)View decision -
Decision Reference DRN-5481337
13 Aug 2025 Punter Southall SIPP Limited Not upheldPensions and AnnuitiesDRN-5481337 The complaint Mr S complains that Punter Southall SIPP Limited (“PSSL”) made errors when it transferred some pension savings to another firm. As a result Mr S says that he is being asked to pay some administration fees to PSSL that wouldn’t have been due had the transfer com... (4 pages)View decision -
Decision Reference DRN-5298800
13 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5298800 The complaint Mr M complains HSBC UK Bank Plc (HSBC) didn’t do enough to protect him when he fell victim to what he believes is a purchase scam. Mr M has referred the complaint to us via a professional representative. In the main I’ll refer to Mr M. What happened Both part... (3 pages)View decision -
Decision Reference DRN-5752186
13 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5752186 The complaint Mr and Mrs D and Miss D complain about Aviva Insurance Limited’s handling of a claim against a travel insurance policy. Reference to Aviva includes its agents. There’s a separate complaint against the bank account provider about the provision of information in... (3 pages)View decision
