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-4443022
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4443022 The complaint Ms N has complained about Revolut Ltd not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms N fell victim to a fake ... (11 pages)View decision -
Decision Reference DRN-5420986
28 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5420986 The complaint Mrs K is unhappy with how U K Insurance Limited (“UKI”) valued her car as part of a motor insurance claim. What happened Mrs K made a claim on her motor insurance policy with UKI after her car was damaged. UKI decided that the market value of Mrs K’s car was ... (4 pages)View decision -
Decision Reference DRN-5017766
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5017766 The complaint Mr and Mrs P has complained about Revolut Ltd not refunding several payments they say they made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr and Mrs P fell... (11 pages)View decision -
Decision Reference DRN-5432995
28 Mar 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5432995 The complaint Mr D is unhappy that Scottish Widows Ltd (“SW”) provided him with incorrect information, preventing him from increasing his monthly pension contributions to a pension policy he held with them. What happened In 1999, Mr D took out a pension with Lloyds Bank (lat... (5 pages)View decision -
Decision Reference DRN-5381795
28 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5381795 The complaint Mr G has complained about the fact that his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’) declined his claim after his car was stolen. What happened Mr G made a claim under his motor insurance policy with Admiral after his car was stolen whi... (4 pages)View decision -
Decision Reference DRN-4986083
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4986083 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-5415003
28 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415003 The complaint Mr V holds/held an account with Monzo Bank Ltd (“Monzo”). Mr V’s complaint is about Monzo’s refusal to reimburse him money he says he lost due to a scam. Mr V is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr V so... (5 pages)View decision -
Decision Reference DRN-5291905
28 Mar 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5291905 The complaint Mr M has complained about the value of his Standard Life pension (now part of Phoenix Life Limited) which he states has fallen dramatically since 2022. Mr M has also complained about a lack of ongoing reviews which he believes should have been provided. What ha... (4 pages)View decision -
Decision Reference DRN-5135588
28 Mar 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5135588 The complaint Miss W complains that the car she acquired financed through a hire purchase agreement with Secure Trust Bank Plc, trading as V12 Vehicle Finance (“V12”), wasn't of satisfactory quality. What happened On 21 May 2023 Miss W acquired a used car financed throu... (5 pages)View decision -
Decision Reference DRN-5371922
28 Mar 2025 MoneyGram International Limited UpheldBanking and PaymentsDRN-5371922 The complaint Mr N complains MoneyGram International Limited (“MoneyGram”) closed his account after informing it that he’d fallen victim to a scam when sending a payment using its service. Mr N says the loss of using MoneyGram’s service is significant for him as it allows hi... (2 pages)View decision
