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 364862 results
-
Decision Reference DRN-4716906
4 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4716906 The complaint Miss O complains that Revolut Ltd has declined to refund payments she says she didn’t make or allow anyone else to make. What happened The facts are well-known to both parties, so I’ll summarise them briefly. In November 2023, Miss O received a call from a scam... (3 pages)View decision -
Decision Reference DRN-5348819
4 Apr 2025 Ageas Insurance Limited UpheldInsuranceDRN-5348819 The complaint Mr and Mrs C complain about delays and poor communication from Ageas Insurance Limited (‘Ageas’) after making a claim on their home insurance policy. References to Ageas include agents who were acting on its behalf. What happened Both parties will be familiar... (5 pages)View decision -
Decision Reference DRN-5368494
4 Apr 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5368494 The complaint Mr C and Miss K complain that TSB Bank plc reported a default to Mr C’s credit file following Miss K entering into an Individual Voluntary Arrangement (IVA). The complaint relates to an overdraft in joint names. What happened Miss K entered into an IVA in Dece... (3 pages)View decision -
Decision Reference DRN-5342171
4 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5342171 Complaint Mr H has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says the credit card and limit increases should not have been provided to him as they were unaffordable. Background In November 2018, Vanquis provided Mr H with a credit c... (3 pages)View decision -
Decision Reference DRN-5404270
4 Apr 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5404270 The complaint Mr and Mrs M have complained that The Royal London Mutual Insurance Society Limited, trading as Royal London (“RL”) unfairly declined Mr M’s terminal illness claim. What happened Mr and Mrs M bought a joint life insurance policy from RL in 2010. This provided ... (2 pages)View decision -
Decision Reference DRN-5459906
4 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5459906 The complaint Mr D complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost in an investment scam. What happened What Mr D says: Mr D wanted to make some extra money to pay for childcare responsibilities. Mr D was introduced to an investment firm (which I will call... (5 pages)View decision -
Decision Reference DRN-5411059
4 Apr 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5411059 The complaint Mr R complains that Aviva Life & Pensions UK Limited has unfairly refused his requests to transfer benefits he holds in a pension plan with the firm. What happened Mr R holds pension savings with Aviva. Those savings are held in a Section 32 Deferred plan t... (4 pages)View decision -
Decision Reference DRN-5398518
4 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5398518 The complaint Mr B complains that Ageas Insurance Limited (“Ageas”) has unfairly declined a storm claim under his home insurance policy. Any reference to Mr B or Ageas includes respective agents or representatives. What happened The background of this complaint is well known... (2 pages)View decision -
Decision Reference DRN-5369984
4 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5369984 The complaint Mr and Mrs L complain that UK Insurance Limited (“UKI”) unfairly declined their claim for flood damage to their garden and patio, under their home buildings insurance policy. I’ll refer to Mr L in my decision for ease. What happened Mr L says he became aware of... (3 pages)View decision -
Decision Reference DRN-5379725
4 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5379725 The complaint Mr H has complained that Monzo Bank Ltd (“Monzo”) failed to protect him from falling victim to an employment scam, and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all of ... (7 pages)View decision
