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 361839 results
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Decision Reference DRN-5294021
11 Mar 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5294021 The complaint This complaint is about a mortgage Ms H used to hold with Landmark Mortgages Limited (LML). There are several broad strands to the complaint; which I will detail in the next section. What happened The basic background to this complaint is well known to both pa... (5 pages)View decision -
Decision Reference DRN-5379281
11 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5379281 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost as a result of an investment scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr B throughout this complaint. What happened The background to ... (6 pages)View decision -
Decision Reference DRN-5001995
11 Mar 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5001995 The complaint Mr H complains about eToro (UK) Ltd (eToro). He said he was unable to access the trading app. He said he was trying to extend a stop loss one of his positions, but due to eToro’s error, he was unable to. He said not being able to do this lost him money, as the ... (3 pages)View decision -
Decision Reference DRN-5341373
11 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5341373 The complaint Ms H has complained about the way AXA Insurance UK Plc handled a claim made against her car insurance policy. What happened In August 2024 Ms H was involved in an incident with a third party vehicle (TPV). The TP made a claim to AXA for their damage. The timing... (2 pages)View decision -
Decision Reference DRN-5387278
11 Mar 2025 PSI-Pay Ltd UpheldBanking and PaymentsDRN-5387278 The complaint Ms D complains PSI-Pay Ltd, the cashback card provider for Utility Warehouse (UW), blocked her cashback card several times after it requested an identity check, meaning she lost out financially and couldn’t access funds on this card. Ms D also complains she has... (4 pages)View decision -
Decision Reference DRN-5331420
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5331420 The complaint Mr H complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and went on to increase the credit limit. What happened Mr H applied for a credit card with Vanquis in May 2014. In his application, Mr H said he was retir... (3 pages)View decision -
Decision Reference DRN-5075764
11 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5075764 The complaint Miss T is unhappy Monzo Bank Ltd will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Miss T fell victim to... (3 pages)View decision -
Decision Reference DRN-4882459
11 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4882459 The complaint A company, which I’ll refer to as W, complains that HSBC UK Bank Plc won’t reimburse it after it lost money to a scam. Ms P, who is the director of W, brings the complaint on W’s behalf via a professional representative. For ease of reading, I’ll refer to all s... (4 pages)View decision -
Decision Reference DRN-5384637
11 Mar 2025 Scottish Friendly Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5384637 The complaint Mrs K has complained about a transfer of her Scottish Friendly Assurance Society Limited (‘Scottish Friendly’) personal pension to a Qualifying Recognised Overseas Pension Scheme (‘QROPS’) in January 2016. Mrs K’s QROPS was subsequently used to invest in Commer... (13 pages)View decision -
Decision Reference DRN-4919524
11 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4919524 The complaint Mr P is unhappy that BMW Financial Services (GB) Limited trading as MINI Financial Services (‘BMWFS’) recorded a default on his credit file, in relation to a car they had supplied to him under a hire purchase agreement. What happened In December 2018, Mr P was... (3 pages)View decision
