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 365360 results
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Decision Reference DRN-5446008
11 Apr 2025 Pinnacle Insurance Plc Not upheldInsuranceDRN-5446008 The complaint Mr W’s complaint is about a claim he made on his Pinnacle Insurance Plc (‘Pinnacle’) pet insurance policy, which Pinnacle declined. Mr W says Pinnacle treated him unfairly. What happened Mr W took out a lifetime pet insurance policy underwritten by Pinnacle on ... (3 pages)View decision -
Decision Reference DRN-5130149
11 Apr 2025 Lift-Financial Ltd Not upheldPensions and AnnuitiesDRN-5130149 The complaint Mrs B’s complaint is that LIFT-Financial Ltd (LIFT) provided them (Mr B has also complained and his complaint is dealt with under a separate reference) with mis-leading valuations. Mrs B says she was shown positive valuations and wasn’t aware that at certain ti... (6 pages)View decision -
Decision Reference DRN-4913106
11 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4913106 The complaint and background Mr C complains Lloyds Bank PLC (“Lloyds”) won’t reimburse £3,250 that he lost when he fell victim to an investment scam in 2019. Our investigator didn’t uphold the complaint. He noted that evidence from Lloyds states there was a discussion in br... (2 pages)View decision -
Decision Reference DRN-5454678
11 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5454678 The complaint Mr M complains at how Ageas Insurance Limited recoded a claim he made on his motor insurance policy. He also complains that he wasn’t given a refund after cancelling his policy. What happened Mr B held a motor insurance policy with Ageas. When he drove through ... (2 pages)View decision -
Decision Reference DRN-5404395
11 Apr 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5404395 The complaint 1 complain that Monzo Bank Ltd (“Monzo”) failed to prevent payments from leaving their account after they were cancelled. What happened 1 are a company and represented here by Ms S. Ms S has explained that she entered into an arrangement for services with a mer... (4 pages)View decision -
Decision Reference DRN-5130156
11 Apr 2025 Lift-Financial Ltd Not upheldPensions and AnnuitiesDRN-5130156 The complaint Mr B’s complaint is that LIFT-Financial Ltd (LIFT) provided them (Mrs B has also complained and her complaint is dealt with under a separate reference) with mis-leading valuations and didn’t address performance in annual reviews. Mr B says he was shown positive... (7 pages)View decision -
Decision Reference DRN-5384952
11 Apr 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5384952 The complaint Mr and Mrs H have complained about their home insurer HCC International Insurance Company Plc. They are unhappy that it’s declined a claim for a wooden bridge at their property, swept away by flood water and for damage to decking which remains. What happened M... (3 pages)View decision -
Decision Reference DRN-5442172
11 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5442172 The complaint Mr W is complaining that Wise Payments Limited didn’t do enough to prevent him from making payments to an investment scam. What happened Both parties are familiar with the background to this complaint so I won’t go into detail here. In short, in late 2023 Mr W ... (3 pages)View decision -
Decision Reference DRN-4989182
11 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4989182 The complaint Ms H complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to a scam, and would like it to refund her the money she has lost. What happened Ms H came across and advert for cryptocurrency investment on social m... (3 pages)View decision -
Decision Reference DRN-5037897
11 Apr 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5037897 The complaint Mr F is unhappy that Kroo Bank Ltd has declined to refund disputed transactions that were made from his account. What happened In January 2023, whilst Mr F was on holiday in Colombia, he says he was drugged and his mobile phone and passport were stolen. The sto... (3 pages)View decision
