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 384131 results
-
Decision Reference DRN-5117096
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5117096 The complaint Mr C complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr C said he invested funds into what he thought was a legitimate AI based cryptocurrency investment opportunity. He said he researched the supp... (2 pages)View decision -
Decision Reference DRN-5399659
28 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5399659 The complaint Mr S, who is represented by a third party, complains that Vanquis Bank Limited (‘Vanquis’) irresponsibly granted him a credit card account he couldn’t afford to repay. What happened Mr S entered into an agreement with Vanquis to have access to credit by way of... (3 pages)View decision -
Decision Reference DRN-5346766
28 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5346766 The complaint Ms C complains about how Ageas Insurance Limited (“Ageas”) dealt with a claim she made on her home insurance policy following a flood in her home. Ageas are the underwriters of this policy, i.e. the insurer. Part of this complaint concerns the actions of its a... (5 pages)View decision -
Decision Reference DRN-4703061
28 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4703061 The complaint Mr D is unhappy that The Royal Bank of Scotland Plc (‘RBS’) decided not to refund him after he says he was the victim of an authorised push payment (‘APP’) scam. What happened The details and background of the complaint are set out in detail in the Investigator... (6 pages)View decision -
Decision Reference DRN-5409393
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5409393 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) recorded a Cifas marker against him when they shouldn’t have. He says this has caused him considerable distress and inconvenience and financial loss. He’d like to be put back in the position he would’ve been ... (3 pages)View decision -
Decision Reference DRN-5382602
28 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5382602 The complaint Miss D complains about the way esure Insurance Limited (esure) handled a claim she made on her motor insurance policy. What happened The following is only intended as a brief summary of events. Miss D held a motor insurance policy with esure. She contacted the... (4 pages)View decision -
Decision Reference DRN-5361186
28 Mar 2025 Society of Lloyd's Not upheldInsuranceDRN-5361186 The complaint Mr M has complained after Society of Lloyd's (Lloyd’s) rejected the claim he made under his motor insurance policy. What happened In September 2019, Mr M’s motorhome was damaged overnight, with items reportedly stolen from it. He made a claim on his motor ... (3 pages)View decision -
Decision Reference DRN-5081851
28 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5081851 The complaint Miss L complains that Monzo Bank Ltd hasn’t refunded her after she was the victim of a scam in May 2024. What happened Miss L holds a current account with Monzo. She explains she’d missed out on purchasing music tickets due to the limited number available for ... (4 pages)View decision -
Decision Reference DRN-5032838
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5032838 The complaint Mr and Mrs E, who are represented, complain that Nationwide Building Society didn’t reimburse them after it failed to protect them from being defrauded. What happened In March 2018, Mr and Mrs E were introduced to an investment opportunity by a family member. T... (3 pages)View decision -
Decision Reference DRN-5436343
28 Mar 2025 Unum Ltd Not upheldInsuranceDRN-5436343 The complaint Mr and Mrs T complained that Unum Ltd declined a claim on a group critical illness policy. What happened Mr T joined Mrs T’s employer’s group critical illness policy as a spouse in March 2022. Mr T reported feeling unwell on 5 February 2024. He had an appointme... (4 pages)View decision
