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 380824 results
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Decision Reference DRN-5364075
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5364075 The complaint and what happened Mr F complains Monzo Bank Ltd won’t refund him the money he lost, after he fell victim to an Authorised Push Payment (“APP”) scam. Mr F was approached by a friend about an investment opportunity. He’s told us he was keen on investing and had ... (4 pages)View decision -
Decision Reference DRN-5344103
31 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5344103 The complaint Mr M complains that Capital One (Europe) plc didn’t complete verification checks when he contacted it about his credit card account. What happened Mr M says when he contacted Capital One to discuss his account in October 2024, it o... (2 pages)View decision -
Decision Reference DRN-5027495
31 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5027495 The complaint Miss H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money she lost to a scam. Miss H has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For c... (3 pages)View decision -
Decision Reference DRN-5444389
31 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5444389 The complaint Mrs S is unhappy her damage claim for the repair of a collapsed garden wall (caused during a storm) has been declined by Ageas Insurance Limited (“Ageas”) under her home insurance policy. What happened Mrs S made a claim to Ageas when her garden wall collapsed ... (3 pages)View decision -
Decision Reference DRN-5149247
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5149247 The complaint Miss S complains that Revolut Ltd won’t return funds she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. Miss S said the following payments were made to what she thought was a cry... (8 pages)View decision -
Decision Reference DRN-5441066
31 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5441066 The complaint Mr R has complained about a transfer of his ReAssure Limited (ReAssure) personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta called Harbour Pensions on 5 March 2014. Mr R’s QROPS was subsequently used to invest in The Blackmore G... (11 pages)View decision -
Decision Reference DRN-5442599
31 Mar 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5442599 The complaint Mr and Mrs H have complained that they have been paying twice for breakdown assistance with the Automobile Association which was sold by Automobile Association Insurance Services Limited (AAISL). One was direct with the AAISL since 1995 and the other was throug... (4 pages)View decision -
Decision Reference DRN-5442511
31 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5442511 The complaint Mr R has complained about the transfer of his Phoenix Life Limited (Phoenix Life) personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta (Harbour Pensions) on 3 March 2014. Mr R’s QROPS was subsequently used to invest in The Blackm... (11 pages)View decision -
Decision Reference DRN-5440145
31 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5440145 Complaint Ms C is unhappy that HSBC UK Bank Plc didn’t refund her after she reported falling victim to a scam. Background In 2021, Ms C was offered an investment opportunity involving the management of her funds by an individual I’ll refer to as Mr V. Mr V was presented as a... (4 pages)View decision -
Decision Reference DRN-5373692
31 Mar 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5373692 The complaint Mr A complains Kroo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name after transactions he didn’t authorise occurred on his account. What happened The detailed background to this... (4 pages)View decision
