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 381082 results
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Decision Reference DRN-5442444
3 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5442444 The complaint Dr H complains that Phoenix Life Limited, trading as Standard Life, caused avoidable delays when setting up her annuity. Dr H would now like Standard Life to recompense her for both the financial impact that those delays have had on her, along with the trouble ... (6 pages)View decision -
Decision Reference DRN-5432941
3 Apr 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5432941 The complaint Mr S is unhappy with how BUPA Insurance Limited (BUPA) has handled a claim payment under his private medical insurance policy. 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 th... (3 pages)View decision -
Decision Reference DRN-4896018
3 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4896018 The complaint Miss M complains that Revolut Ltd hasn’t refunded the money she lost when she fell victim to a scam. What happened Miss M was contacted on a mobile messaging service by someone saying they had a job offer for her. Miss M had been applying for jobs online, so t... (3 pages)View decision -
Decision Reference DRN-5454179
3 Apr 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5454179 The complaint Mr M is unhappy that HSBC UK Bank Plc didn’t do more to help him with his personal loan when he explained that he was in financial difficulty. What happened Mr M obtained a personal loan from HSBC in May 2023 and received the loan funds that same month. Mr M f... (4 pages)View decision -
Decision Reference DRN-4754306
3 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4754306 The complaint Ms H is unhappy that HSBC UK Bank Plc trading as First Direct won’t refund the money she lost as part of a romance scam. Ms H has appointed a representative to bring her complaint, but for ease, I will refer to Ms H throughout. What happened The details of this... (7 pages)View decision -
Decision Reference DRN-5048816
3 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5048816 The complaint Mr S complains that a car he acquired through a Hire Purchase Agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (Alphera), wasn’t fit for purpose. He would like the issues resolved. What happened Mr S told us he took out... (4 pages)View decision -
Decision Reference DRN-5454064
3 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5454064 The complaint X is unhappy that Monzo Bank Ltd (“Monzo”) will not refund him the £9,532 he lost after he fell victim to a task-based job scam. X is represented by a third party. What happened X was contacted about a remote job opportunity on a social media messaging platfo... (4 pages)View decision -
Decision Reference DRN-5339731
3 Apr 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5339731 The complaint Mr K and Mrs S complain Lloyds Bank General Insurance Limited (Lloyds) has unfairly accused them of submitting a fraudulent claim under their home insurance policy and terminating their policy. As Mr K has been leading on this complaint, I’ve referred to him th... (6 pages)View decision -
Decision Reference DRN-5282097
3 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5282097 The complaint Mrs M complains that Nationwide Building Society (Nationwide) are responsible for her cash being stolen after she left its branch having withdrawn £4,000 cash. What happened The background to this complaint is known to both parties and so I won’t repeat it at ... (3 pages)View decision -
Decision Reference DRN-5094180
3 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5094180 The complaint Mr I complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr I is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (14 pages)View decision
