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 381194 results
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Decision Reference DRN-5153750
24 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5153750 The complaint Mr B complains about the actions of Monzo Bank Ltd when he lost money to a scam. Mr B is being represented by a claims management company but for ease I’ll only refer to Mr B. What happened The detailed background to this complaint is well known to both parti... (5 pages)View decision -
Decision Reference DRN-5235445
24 Mar 2025 Phoenix Life Limited Not upheldInsuranceDRN-5235445 The complaint The estate of Mrs W complains that Phoenix Life Limited unfairly reduced the final bonus on a with-profits whole of life policy claim. What happened Phoenix paid the estate of Mrs W the basic sum assured and bonuses on the late Mrs W’s whole of life policy. The... (3 pages)View decision -
Decision Reference DRN-4772470
24 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4772470 The complaint Mrs O, on behalf of Company T, complains that Barclays Bank UK PLC didn’t do enough to protect her from the financial harm caused by a job scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this ... (3 pages)View decision -
Decision Reference DRN-5355963
24 Mar 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5355963 The complaint Mr A complains that Accredited Insurance (Europe) Ltd (AIE) has voided his policy and refused his claim for fire as they say he failed to declare County Court Judgements (CCJ) when he took out and renewed the policy. What happened Mr A took out a buildings in... (4 pages)View decision -
Decision Reference DRN-4772348
24 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4772348 The complaint Mrs O complains that Wise Payments Limited didn’t do enough to protect her from the financial harm caused by a job scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-5321219
24 Mar 2025 Next Retail Limited Not upheldConsumer CreditDRN-5321219 The complaint Miss E complains that Next Retail Limited was irresponsible in its lending to her. She wants all interest and charges she has paid under the credit agreement refunded along with statutory interest. She also wants any adverse information recorded on her credit f... (3 pages)View decision -
Decision Reference DRN-5421343
24 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5421343 The complaint Ms H complains about the way Liverpool Victoria Insurance Company Limited handled a claim she made on her home insurance policy when water was entering her property. Any reference to LV includes its appointed agents. What happened Ms H had water coming into her... (3 pages)View decision -
Decision Reference DRN-5375994
24 Mar 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5375994 The complaint Mr S complains eBay Commerce UK Ltd (Commerce) has changed its terms so sellers on the marketplace are no longer paid money until items are delivered. What happened Mr S received an email saying money from sales on the marketplace wouldn’t be released until e... (3 pages)View decision -
Decision Reference DRN-5240457
24 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5240457 The complaint Mrs M has complained that Wise Payments Limited (“Wise”) failed to protect her from an investment scam and hasn’t refunded what she lost in the scam. What happened Mrs M has used a professional representative to refer her complaint to this service. For the pur... (5 pages)View decision -
Decision Reference DRN-5396600
24 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5396600 The complaint Miss D complains that UK Insurance Limited trading a Churchill Insurance gave her incorrect information that her policy was third party only which led to her cancelling the policy. What happened Miss D purchased an Essentials motor insurance policy with UKI th... (2 pages)View decision
