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 381196 results
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Decision Reference DRN-5137028
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5137028 The complaint B complains Monzo Bank Ltd (“Monzo”) failed to implement adequate security measures when allowing B to mistakenly complete a faster payment for £79,166 instead of £791.66. What happened The facts of this case are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5128053
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5128053 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-5445985
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5445985 The complaint Mr J complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr J is represented by solicitors in this complaint. What happened The details of this complaint are well known to both parties, so I won’t repeat everything... (2 pages)View decision -
Decision Reference DRN-5442310
31 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5442310 The complaint Ms D complains HSBC UK Bank PLC (“HSBC”) allowed the joint account holder to withdraw money from two accounts without her consent and after she had asked it to freeze the accounts. What happened The facts of this complaint are well known to both parties, so I w... (3 pages)View decision -
Decision Reference DRN-5398322
31 Mar 2025 Wakam Not upheldInsuranceDRN-5398322 The complaint Mr K has complained about the amount Wakam has paid in settlement of his claim under his car insurance policy. And about the way it handled his claim and its decision not to renew his policy. Any reference to Wakam includes its agents. What happened Mr K’s car ... (2 pages)View decision -
Decision Reference DRN-5087934
31 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5087934 The complaint Mr G complained that UK Insurance Limited, trading as Churchill Insurance, offered to settle a third party claim on his motor insurance policy on a split liability basis. What happened Mr G’s car was in an accident which he said wasn't his fault. So he wa... (3 pages)View decision -
Decision Reference DRN-5445807
31 Mar 2025 Fairway Financial Consultancy Not upheldPensions and AnnuitiesDRN-5445807 The complaint Mr K complains that Fairway Financial Consultancy made errors and caused delays when he applied for the Pension Commencement Lump Sum (PCLS) to be paid from his personal pension. He’s experienced financial loss as a result of the delays. What happened Fairway ... (4 pages)View decision -
Decision Reference DRN-5387136
31 Mar 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5387136 The complaint Mrs W complains about how West Bay Insurance Plc trading as Zenith Insurance (West Bay) settled a claim it received against her car insurance policy. What happened Mrs W held a car insurance policy underwritten by West Bay. In March 2022, Mrs W was involved in... (3 pages)View decision -
Decision Reference DRN-5330201
31 Mar 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5330201 The complaint Mr D has complained about advice he received from The Prudential Assurance Company Limited to switch his pension. He told us he felt he’d been wrongly advised, he found the paperwork complicated and he couldn’t receive a monthly amount from the pension. To res... (4 pages)View decision -
Decision Reference DRN-5399807
31 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5399807 The complaint Mr B is complaining that AXA Insurance UK Plc won’t cover further damage that’s arisen in his flat which is thinks is down to the failure of original repairs after he made a claim on his flat’s commercial property insurance policy. And he’s unhappy that a 10-ye... (2 pages)View decision
