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 370903 results
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Decision Reference DRN-4921285
30 Aug 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4921285 The complaint Mrs A has complained about the actions of National Westminster Bank Plc (NatWest) after she was the victim of an authorised push payment (APP) job scam. What happened In October 2023, Mrs A signed up to an online job opportunity which involved submitting revie... (4 pages)View decision -
Decision Reference DRN-4713976
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4713976 The complaint Mr W complains that Monzo Bank Ltd did not refund the money he says he lost to a scam. What happened I won’t repeat what happened in detail as both parties are aware of the circumstances of the complaint. In summary, Mr W says he was contacted on a messaging se... (4 pages)View decision -
Decision Reference DRN-4913477
30 Aug 2024 Unum Ltd Not upheldInsuranceDRN-4913477 The complaint Mrs N complains Unum Limited unfairly declined her claim when she was too unwell to work. What happened Mrs N works as a client manager in financial services and is a beneficiary of her employer’s group income protection policy, which is underwritten by Unum. T... (3 pages)View decision -
Decision Reference DRN-4993933
30 Aug 2024 U K Insurance Limited UpheldInsuranceDRN-4993933 The complaint Mr Y complains about the quality of a repair carried out by U K Insurance Limited (UKI) following a claim on his home insurance policy. Reference to UKI includes its agents. What happened Mr Y held a home insurance policy with UKI. Following damage to his prope... (3 pages)View decision -
Decision Reference DRN-4949488
30 Aug 2024 Ageas Insurance Limited UpheldInsuranceDRN-4949488 The complaint Mr and Mrs G complain Ageas Insurance Limited unfairly declined a claim they made on their home insurance policy for damage which they thought had been caused by a storm. What happened In May 2024 Mr and Mrs G noted water was coming into their property. They th... (2 pages)View decision -
Decision Reference DRN-4676671
30 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4676671 The complaint Mrs A has complained about the actions of Monzo Bank Ltd (Monzo) after she was the victim of an authorised push payment (APP) job scam. What happened In October 2023, Mrs A signed up to an online job opportunity which involved submitting reviews for hotels. Mr... (4 pages)View decision -
Decision Reference DRN-4602498
30 Aug 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4602498 The complaint Mr K complains about the balance that was outstanding after Startline Motor Finance Limited terminated his hire purchase agreement. What happened In July 2022 Mr K entered into a regulated hire purchase agreement with Startline in respect of a used car. The car... (2 pages)View decision -
Decision Reference DRN-4750366
30 Aug 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4750366 Complaint Miss E is unhappy that Santander UK Plc didn’t reimburse her after she fell victim to a scam. Background In September 2023, Miss E fell victim to an investment scam. A fraudster hacked a social media profile belonging to Miss E’s friend. They then posted informatio... (3 pages)View decision -
Decision Reference DRN-4723595
30 Aug 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4723595 The complaint Mr C complains about the charges Mercedes-Benz Financial Services UK Limited (“MBFS”) applied when he returned a car after his hire purchase agreement concluded. What happened Mr C entered into a hire agreement with MBFS in May 2020. The agreement ended in Nov... (4 pages)View decision -
Decision Reference DRN-4994362
30 Aug 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4994362 The complaint Mr G is a sole trader. He complains that Lloyds Bank Plc treated him unfairly when he asked for assistance during a period of financial difficulty. What happened Mr G held a loan account with Lloyds. Mr G told us: In October 2023, he agreed to a three-mont... (4 pages)View decision
