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 382298 results
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Decision Reference DRN-5426835
31 Mar 2025 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5426835 The complaint Mrs H complains to Dignity Funerals Limited about the outstanding balance on her pre-paid funeral plan. Mrs H is represented by a relative, but as Mrs H is the plan holder, I’ll refer to her throughout. What happened To summarise, in October 2019, Mrs H took ... (4 pages)View decision -
Decision Reference DRN-5440811
31 Mar 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5440811 The complaint Mr A’s complaint is about the rejection of a claim under his mobile phone insurance policy with Assurant General Insurance Limited. What happened In November 2024, Mr A contacted Assurant to make a claim, as he had lost his phone while out walking. Assurant a... (5 pages)View decision -
Decision Reference DRN-5428070
31 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5428070 The complaint Mr P complains HSBC UK Bank Plc trading as first direct haven’t treated him fairly regarding the overdraft on his current account. A representative has supported Mr P in bringing this complaint, but for simplicity I’ll just refer to him in this decision. What h... (3 pages)View decision -
Decision Reference DRN-4952078
31 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4952078 The complaint Mr T is being represented by a claims manager. He’s complaining about Barclays Bank UK PLC because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr T fell victim to a job scam. I understand he was looking online for work when he... (4 pages)View decision -
Decision Reference DRN-5364075
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5364075 The complaint and what happened Mr F complains Monzo Bank Ltd won’t refund him the money he lost, after he fell victim to an Authorised Push Payment (“APP”) scam. Mr F was approached by a friend about an investment opportunity. He’s told us he was keen on investing and had ... (4 pages)View decision -
Decision Reference DRN-5344103
31 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5344103 The complaint Mr M complains that Capital One (Europe) plc didn’t complete verification checks when he contacted it about his credit card account. What happened Mr M says when he contacted Capital One to discuss his account in October 2024, it o... (2 pages)View decision -
Decision Reference DRN-5027495
31 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5027495 The complaint Miss H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money she lost to a scam. Miss H has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For c... (3 pages)View decision -
Decision Reference DRN-5444389
31 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5444389 The complaint Mrs S is unhappy her damage claim for the repair of a collapsed garden wall (caused during a storm) has been declined by Ageas Insurance Limited (“Ageas”) under her home insurance policy. What happened Mrs S made a claim to Ageas when her garden wall collapsed ... (3 pages)View decision -
Decision Reference DRN-5149247
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5149247 The complaint Miss S complains that Revolut Ltd won’t return funds she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. Miss S said the following payments were made to what she thought was a cry... (8 pages)View decision -
Decision Reference DRN-5441066
31 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5441066 The complaint Mr R has complained about a transfer of his ReAssure Limited (ReAssure) personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Malta called Harbour Pensions on 5 March 2014. Mr R’s QROPS was subsequently used to invest in The Blackmore G... (11 pages)View decision
