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 386170 results
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Decision Reference DRN-5077377
31 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5077377 The complaint Mr I complains that Wise Payments Limited will not refund two payments he made to a merchant, which I’ll refer to as “O”, even though he returned the items purchased. What happened In March 2024 Mr I made two payments to O for goods which he bought online. The ... (2 pages)View decision -
Decision Reference DRN-5272532
31 Mar 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5272532 The complaint Ms P complains about the premium that First Central Underwriting Limited charged her when she renewed her motor insurance policy. She wants a further refund. Ms P is represented in this matter by Mr L, a named driver on her policy. What happened Ms P’s policy ... (2 pages)View decision -
Decision Reference DRN-5292975
31 Mar 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5292975 The complaint Mr F is unhappy BUPA Insurance Limited (Bupa) mis-sold his private medical insurance policy to him and that the premium being charged on the policy doesn’t reflect the level of cover he has. What happened The background to this complaint is well-known to both p... (3 pages)View decision -
Decision Reference DRN-5137028
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5137028 The complaint B complains Monzo Bank Ltd (“Monzo”) failed to implement adequate security measures when allowing B to mistakenly complete a faster payment for £79,166 instead of £791.66. What happened The facts of this case are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5128053
31 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5128053 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (5 pages)View decision -
Decision Reference DRN-5445985
31 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5445985 The complaint Mr J complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr J is represented by solicitors in this complaint. What happened The details of this complaint are well known to both parties, so I won’t repeat everything... (2 pages)View decision -
Decision Reference DRN-5442310
31 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5442310 The complaint Ms D complains HSBC UK Bank PLC (“HSBC”) allowed the joint account holder to withdraw money from two accounts without her consent and after she had asked it to freeze the accounts. What happened The facts of this complaint are well known to both parties, so I w... (3 pages)View decision -
Decision Reference DRN-5398322
31 Mar 2025 Wakam Not upheldInsuranceDRN-5398322 The complaint Mr K has complained about the amount Wakam has paid in settlement of his claim under his car insurance policy. And about the way it handled his claim and its decision not to renew his policy. Any reference to Wakam includes its agents. What happened Mr K’s car ... (2 pages)View decision -
Decision Reference DRN-5087934
31 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5087934 The complaint Mr G complained that UK Insurance Limited, trading as Churchill Insurance, offered to settle a third party claim on his motor insurance policy on a split liability basis. What happened Mr G’s car was in an accident which he said wasn't his fault. So he wa... (3 pages)View decision -
Decision Reference DRN-5445807
31 Mar 2025 Fairway Financial Consultancy Not upheldPensions and AnnuitiesDRN-5445807 The complaint Mr K complains that Fairway Financial Consultancy made errors and caused delays when he applied for the Pension Commencement Lump Sum (PCLS) to be paid from his personal pension. He’s experienced financial loss as a result of the delays. What happened Fairway ... (4 pages)View decision
