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 375868 results
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Decision Reference DRN-5191567
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5191567 The complaint Mr M complains Bank of Scotland plc trading as Halifax won’t refund the full amount of money he says he lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think the payment looked suspicious such that Halifax ought to have mad... (2 pages)View decision -
Decision Reference DRN-5243135
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5243135 The complaint Mr J complains that Revolut Ltd will not refund money he says was lost to a scam. Mr J is represented by a firm, but for ease, I have only referred to Mr J in this decision. What happened The background to this complaint is well known to both parties, so I won’... (3 pages)View decision -
Decision Reference DRN-5769662
29 Aug 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5769662 The complaint Mr C complains that Monzo Bank Ltd (Monzo) lent to him irresponsibly and has asked it to write off the loan. What happened On 15 March 2024, Mr C entered into a finance agreement with Monzo as shown below: Date Amount of credit Term Monthly paymentTotal rep... (2 pages)View decision -
Decision Reference DRN-5689930
29 Aug 2025 Society of Lloyd's Not upheldInsuranceDRN-5689930 The complaint Mr P has complained that Society of Lloyds (SoL) has only partially settled a cancellation claim he made on a travel insurance policy. What happened Mr P was due to go on a trip in August 2024 with three other family members. Unfortunately, he was told by his ... (2 pages)View decision -
Decision Reference DRN-5234358
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5234358 Complaint Mr R is unhappy that Santander UK Plc didn’t reimburse him after he reported falling victim to a scam. Background In September 2018, Mr R fell victim to an investment scam. He made two payments totalling £20,000 to a company referred to here as Company A. Mr R was ... (2 pages)View decision -
Decision Reference DRN-5778134
29 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5778134 The complaint Mr and Mrs S are unhappy with what U K Insurance Limited did after they made a claim on their legal expenses insurance policy. Although the policy is in joint names as the claim (and complaint) primarily involves Mr S I’ll mainly refer to him in this decision. ... (4 pages)View decision -
Decision Reference DRN-5783475
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5783475 The complaint Mr B complained because HSBC UK Bank Plc refused to refund him for transactions totalling £9,169.25, which he said he didn’t authorise. What happened On 27 July 2024, Mr B rang HSBC. He said he’d lost his credit card when he was in a bar abroad on holiday. He ... (7 pages)View decision -
Decision Reference DRN-5617275
29 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5617275 The complaint Mr E is unhappy with how Creation Consumer Finance Ltd (Creation) handled his Section 75 claim regarding faulty sofas. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here, which reflects my informal ... (6 pages)View decision -
Decision Reference DRN-5608978
29 Aug 2025 One Insurance Limited UpheldInsuranceDRN-5608978 The complaint Mr G complains against One Insurance Limited about a decision that led to the cancelation of his motor insurance policy. What happened Mr G obtained cover from One Insurance through a broker. Shortly after the cover was taken out, the broker completed checks on... (3 pages)View decision -
Decision Reference DRN-5504052
29 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5504052 The complaint Mr C complained that Phoenix Life Limited trading as Standard Life (Standard Life) has overcharged him for the management of his self-invested personal pension (SIPP) over a number of years. He also complained that the charging structure is unclear relating to ... (5 pages)View decision
