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 367928 results
-
Decision Reference DRN-5088249
6 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5088249 The complaint Ms M, through a representative, complains that Monzo Bank Ltd won’t refund £34,260 that she lost as the result of an APP (authorised push payment) scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full ... (4 pages)View decision -
Decision Reference DRN-5083791
6 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5083791 The complaint Ms K complains about the actions of HSBC UK Bank Plc when she lost money to a scam. Ms K is being represented by a claims management company but for ease I’ll only refer to Ms K. What happened The detailed background to this complaint is well known to both pa... (3 pages)View decision -
Decision Reference DRN-4497164
6 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4497164 The complaint Mr C has complained that Bank of Scotland Plc failed to protect him from an employment- related impersonation 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 summarise the key po... (3 pages)View decision -
Decision Reference DRN-4716849
6 Nov 2024 EE Limited Not upheldConsumer CreditDRN-4716849 The complaint Miss A complains that EE Limited (‘EE’) misled her in relation to a finance agreement she entered for a phone. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role reso... (2 pages)View decision -
Decision Reference DRN-4942064
6 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4942064 The complaint Mrs D complains that Nationwide Building Society (NWide) won’t refund money she lost in an investment scam. What happened What Mrs D says: In 2018, Mrs D received a call from a company regarding an investment opportunity. She was introduced to the prospect of i... (4 pages)View decision -
Decision Reference DRN-5086063
6 Nov 2024 esure Insurance Limited UpheldInsuranceDRN-5086063 The complaint Mr T complains about esure Insurance Limited’s handling of a claim under his car insurance policy. What happened Mr T had a car insurance policy with esure. In December 2023 he was involved in an accident, and in January 2024, he made a claim with esure. esure ... (3 pages)View decision -
Decision Reference DRN-5090272
6 Nov 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5090272 The complaint Mr L complains that Admiral Insurance (Gibraltar) Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2020. Mr L had the vehic... (5 pages)View decision -
Decision Reference DRN-5061149
6 Nov 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5061149 The complaint Mr C complains Nationwide Building Society has not been able to tell him how £9.21 he does not recognise, had been credited to his account. What happened Mr C contacted Nationwide after noticing he had received a credit of £9.21 into his Nationwide FlexDirect ... (3 pages)View decision -
Decision Reference DRN-5122938
6 Nov 2024 Tesco Underwriting Limited UpheldInsuranceDRN-5122938 The complaint Mr C and Mrs C are unhappy with the service provided by Tesco Underwriting Limited (TUI) after refusing to pay their claim, and avoiding their home insurance policy. Mr C and Mrs C are both parties to this complaint. Mr C has primarily dealt with this service.... (6 pages)View decision -
Decision Reference DRN-4709102
6 Nov 2024 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4709102 The complaint Miss S complains BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (“Alphera”) terminated her finance agreement and recorded a default on her credit file. What happened In January 2022, Miss S acquired a car, via a Hire Purchase Agreeme... (3 pages)View decision
