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-5307009
3 Apr 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5307009 The complaint Mr M complains payments made to him by Great Lakes Insurance UK Limited (Great Lakes) in relation to a claim under his home insurance policy were delayed due to a sanction check failure. Any reference to Great Lakes includes the actions of any of its appointed ... (3 pages)View decision -
Decision Reference DRN-5442444
3 Apr 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5442444 The complaint Dr H complains that Phoenix Life Limited, trading as Standard Life, caused avoidable delays when setting up her annuity. Dr H would now like Standard Life to recompense her for both the financial impact that those delays have had on her, along with the trouble ... (6 pages)View decision -
Decision Reference DRN-5432941
3 Apr 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5432941 The complaint Mr S is unhappy with how BUPA Insurance Limited (BUPA) has handled a claim payment under his private medical insurance policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are th... (3 pages)View decision -
Decision Reference DRN-4896018
3 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4896018 The complaint Miss M complains that Revolut Ltd hasn’t refunded the money she lost when she fell victim to a scam. What happened Miss M was contacted on a mobile messaging service by someone saying they had a job offer for her. Miss M had been applying for jobs online, so t... (3 pages)View decision -
Decision Reference DRN-5454179
3 Apr 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5454179 The complaint Mr M is unhappy that HSBC UK Bank Plc didn’t do more to help him with his personal loan when he explained that he was in financial difficulty. What happened Mr M obtained a personal loan from HSBC in May 2023 and received the loan funds that same month. Mr M f... (4 pages)View decision -
Decision Reference DRN-4754306
3 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4754306 The complaint Ms H is unhappy that HSBC UK Bank Plc trading as First Direct won’t refund the money she lost as part of a romance scam. Ms H has appointed a representative to bring her complaint, but for ease, I will refer to Ms H throughout. What happened The details of this... (7 pages)View decision -
Decision Reference DRN-5048816
3 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5048816 The complaint Mr S complains that a car he acquired through a Hire Purchase Agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services (Alphera), wasn’t fit for purpose. He would like the issues resolved. What happened Mr S told us he took out... (4 pages)View decision -
Decision Reference DRN-5454064
3 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5454064 The complaint X is unhappy that Monzo Bank Ltd (“Monzo”) will not refund him the £9,532 he lost after he fell victim to a task-based job scam. X is represented by a third party. What happened X was contacted about a remote job opportunity on a social media messaging platfo... (4 pages)View decision -
Decision Reference DRN-5339731
3 Apr 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5339731 The complaint Mr K and Mrs S complain Lloyds Bank General Insurance Limited (Lloyds) has unfairly accused them of submitting a fraudulent claim under their home insurance policy and terminating their policy. As Mr K has been leading on this complaint, I’ve referred to him th... (6 pages)View decision -
Decision Reference DRN-5282097
3 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5282097 The complaint Mrs M complains that Nationwide Building Society (Nationwide) are responsible for her cash being stolen after she left its branch having withdrawn £4,000 cash. What happened The background to this complaint is known to both parties and so I won’t repeat it at ... (3 pages)View decision
