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-5161279
21 Nov 2024 Wesleyan Assurance Society Not upheldInvestmentsDRN-5161279 The complaint Mr and Mrs B complain about the charges deducted from their with profits ISA accounts by Wesleyan Assurance Society. They say that, following a previous complaint about their 2020 fees and charges which was upheld by this service, they want: Excess fees and c... (2 pages)View decision -
Decision Reference DRN-5041789
21 Nov 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-5041789 The complaint Mr M complains because he says AXA PPP Healthcare Limited didn’t cancel his private medical insurance policy when he asked it to. What happened Mr M took out a personal private medical insurance policy with AXA in January 2022. In May 2023, Mr M took out a new ... (3 pages)View decision -
Decision Reference DRN-4954800
21 Nov 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4954800 The complaint Mr and Mrs R have complained about Royal & Sun Alliance Insurance Limited (RSA) decision to treat their claim under their landlord’s insurance policy for damage to a property they rent out as fraudulent. Any reference to RSA includes its agents. What happen... (3 pages)View decision -
Decision Reference DRN-4947670
21 Nov 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4947670 The complaint Mr F complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr F has an account with Monzo and other businesses who I’ll refer to as “R” and “B” respectively throughout the rest of this decision. He’s b... (2 pages)View decision -
Decision Reference DRN-4900517
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4900517 The complaint Mr F complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr F has an account with Revolut and other businesses who I’ll refer to as “M” and “B” respectively throughout the rest of this decision. He open... (2 pages)View decision -
Decision Reference DRN-5119261
21 Nov 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5119261 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money removed the giro slip facility on his statement. He says the removal should’ve been discussed with customers first. What happened Mr W is unhappy that the giro slip facility is no longer included w... (3 pages)View decision -
Decision Reference DRN-4722755
21 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4722755 The complaint Mr L is unhappy HSBC UK Bank Plc (“HSBC”), won’t refund the outstanding money he lost after falling victim to an authorised push payment (“APP”) recovery scam whereby he sent money to an account held at HSBC. What happened The details and facts of this case ar... (5 pages)View decision -
Decision Reference DRN-5125523
21 Nov 2024 Everyday Lending Limited UpheldConsumer CreditDRN-5125523 Complaint Mr S has complained about personal loans Everyday Lending Limited (trading as “Everyday Loans”) provided to him. He says the loans were unaffordable and were therefore irresponsibly lent to him. Background Everyday Loans provided Mr S with an initial loan for £1,... (4 pages)View decision -
Decision Reference DRN-5158422
21 Nov 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5158422 The complaint Miss H complained about AXA Insurance UK Plc’s handling of her car insurance claim. What happened AXA has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of AXA’s agents as being its own. Miss H had a car ins... (4 pages)View decision -
Decision Reference DRN-5161106
20 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5161106 The complaint Ms M has complained that NewDay Ltd, trading as Aqua (“NewDay”), irresponsibly granted her a credit card account, and subsequently increased the credit limit, which she couldn’t afford to repay. What happened Ms M took out a credit card with NewDay on 13 April... (4 pages)View decision