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-5348720
2 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5348720 The complaint Mr H is unhappy with the premium Royal & Sun Alliance Insurance Limited said it would charge at renewal of his lifetime pet insurance policy. What happened In 2023 Mr H took out pet insurance with RSA covering his two dogs. The annual premium was around £22... (2 pages)View decision -
Decision Reference DRN-5153158
2 Apr 2025 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-5153158 The complaint Miss P complains Remitly U.K., Ltd. won’t refund her for payments made in connection with a scam. What happened Miss P was contacted via a messaging app about a remote job opportunity with a company, “M”, which involved completing tasks on a platform in return ... (2 pages)View decision -
Decision Reference DRN-5443211
2 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5443211 The complaint Mr and Mrs K complain that National Westminster Bank Plc lost the deeds to their property. What happened Mr and Mrs K lodged the deeds to their property in NatWest’s safe custody over 50 years ago. However, when they went to the branch to collect the deeds, th... (4 pages)View decision -
Decision Reference DRN-5198216
2 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5198216 The complaint Mrs B complains that Revolut Limited (‘Revolut’) won’t refund the money she lost when she fell victim to a scam. What happened Mrs B says that a friend of hers introduced her to a job opportunity with a company I’ll call J. The job involved completing review t... (4 pages)View decision -
Decision Reference DRN-5355487
2 Apr 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5355487 The complaint Mr and Mrs J complain that Hiscox Insurance Company Limited (“HIC”) paid less than the value of their personal possessions when they claimed under their contents insurance following the theft of items specified in their policy. The policy was in joint names but... (3 pages)View decision -
Decision Reference DRN-5362943
2 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5362943 The complaint Mr U complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund him money he lost in an investment scam. Mr U is being represented by a professional representative, but for ease of reading I’ll just refer to Mr U. What happened The circumst... (4 pages)View decision -
Decision Reference DRN-5344377
2 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-5344377 The complaint Mr C is unhappy with what Covea Insurance plc did after he made claims on his lifetime pet insurance policy. What happened Mr C took out pet insurance with Covea in April 2022 for a dog (E) he’d recently rehomed. In 2024 he claimed on his policy for costs assoc... (3 pages)View decision -
Decision Reference DRN-5153151
2 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5153151 The complaint Miss P complains Monzo Bank Ltd won’t refund her for payments made in connection with a scam – some of which she says were unauthorised. What happened Miss P was contacted via a messaging app about a remote job opportunity with a company, “M”, which involved co... (3 pages)View decision -
Decision Reference DRN-5335324
2 Apr 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5335324 The complaint Mr H complains a payment he made from his Bank of Ireland (UK) Plc (BOI) account was delayed. Mr H therefore had to make other arrangements, resulting in two payments for the same service going to a construction company, leaving Mr H out of pocket by £1,000. Mr... (3 pages)View decision -
Decision Reference DRN-5398938
2 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5398938 The complaint Mrs K complains that NewDay Ltd trading as Aqua (NewDay) shouldn’t have agreed to open two credit card accounts and subsequently apply further credit limit increases as the lending was unaffordable. In bringing her complaint Mrs K is represented by a third part... (4 pages)View decision
