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 375119 results
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Decision Reference DRN-5238127
23 Jan 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5238127 The complaint Miss Q complains that Prepay Technologies Ltd (Prepay) frustrated her transactions and deducted the money from her account balance. She also complains about rude service. What happened Miss Q said she was advised by Prepay that its prepaid card could be used f... (3 pages)View decision -
Decision Reference DRN-5192198
23 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5192198 The complaint Miss R says a recovery firm instructed by the breakdown service underwritten by U K Insurance Limited (‘UKI’) didn’t follow the Rescue Plus breakdown policy she’d bought. What happened Miss R is represented by Mr B, who was with her on 16 April 2024 when her c... (3 pages)View decision -
Decision Reference DRN-5236002
23 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5236002 The complaint Miss M has complained about the handling by UK Insurance Limited (‘UKI’) of her motor insurance claim following an accident. For the avoidance of doubt, reference to ‘UKI’ includes reference to its agents and representative for the purposes of this decision. Re... (4 pages)View decision -
Decision Reference DRN-5147932
23 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5147932 The complaint Mr L complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr L has explained that in October 2023 he made... (4 pages)View decision -
Decision Reference DRN-5235508
23 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5235508 The complaint Mr and Mrs R have complained that Santander UK Plc (“Santander”) emailed them ‘out of the blue’ asking that they provide personal information and said that if they didn’t respond in time, their account may be restricted. What happened On 19 March 2024 Santander... (3 pages)View decision -
Decision Reference DRN-5281206
23 Jan 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5281206 The complaint Mr H complains that National Westminster Bank Plc was irresponsible in its lending to him. He wants his debt repayments refunded. What happened Mr H applied for a £18,250 loan from NatWest on 29 October 2021. He said at the time he already had a lot of other un... (4 pages)View decision -
Decision Reference DRN-4400819
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4400819 The complaint Mr Y complains that Monzo Bank Ltd hasn’t refunded any of the money he lost when he fell victim to an investment scam. What happened In mid-2022, Mr Y says he received an email that appeared to be from a friend. This discussed an investment in cryptocurrency, ... (5 pages)View decision -
Decision Reference DRN-5280758
23 Jan 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5280758 The complaint Mr J complains about ARAG Legal Expenses Insurance Company Limited’s handling of a claim he made on a legal expenses insurance policy. Mr J’s policy is underwritten by ARAG, which previously operated as DAS Legal Expenses Insurance Company Limited (DAS LEI). Hi... (2 pages)View decision -
Decision Reference DRN-5281034
23 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5281034 The complaint Mr D complains about the way Royal & Sun Alliance Insurance Limited (RSA) handled an escape of water claim under a buildings insurance policy. What happened I issued a provisional decision on 8 January 2025 which set out the following: “What I’ve provisiona... (3 pages)View decision -
Decision Reference DRN-4941183
23 Jan 2025 Equals Money UK Limited Not upheldBanking and PaymentsDRN-4941183 The complaint Miss D complains that Equals Money UK Limited (trading as Card One Money) blocked and closed her account. Miss D is also unhappy about the service she received from Card One Money regarding the return of her account balance. To put things right Miss D wants C... (5 pages)View decision
