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 363152 results
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Decision Reference DRN-4645773
12 Apr 2024 Vitality Health Limited Not upheldInsuranceDRN-4645773 The complaint Mrs M is unhappy that Vitality Health Limited has declined a claim she made on her private medical insurance policy (‘the policy’). What happened Mrs M took out the policy in early 2023 on a full medical underwriting basis. She’d previously been insured by Vitalit... (3 pages)View decision -
Decision Reference DRN-4599174
12 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4599174 The complaint Mr F complains Monzo Bank Ltd (Monzo) won’t refund the money he lost when he fell victim to a scam. What happened Mr F was looking for part time work when he was contacted on a messaging app by someone claiming to be a recruiter with a job opportunity. He was adde... (4 pages)View decision -
Decision Reference DRN-4686313
12 Apr 2024 AWP P&C S.A. Not upheldInsuranceDRN-4686313 The complaint Mr and Mrs M are unhappy that AWP P&C SA declined a claim made of their travel insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving... (2 pages)View decision -
Decision Reference DRN-4734746
12 Apr 2024 AWP P&C S.A. UpheldInsuranceDRN-4734746 The complaint Mr X is unhappy with the way AWP P&C SA handled a claim he made on his travel insurance policy. What happened Mr X has the benefit of a travel insurance policy linked to his current account (‘the policy’). He made claims on the policy relating to a trip abroad... (4 pages)View decision -
Decision Reference DRN-4710425
12 Apr 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4710425 The complaint Ms H complains about the difficulties she’s had making payments towards her credit card with Clydesdale Bank Plc, trading as Virgin Money, without attracting interest. What happened The details of this complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-4556492
12 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4556492 The complaint Miss C complains that Santander UK Plc won’t refund the money she lost when she was the victim of a scam. What happened In late 2017, Miss C says she met a mechanic working at her local garage. She says they approached her about an opportunity to invest in an armo... (3 pages)View decision -
Decision Reference DRN-4605945
12 Apr 2024 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-4605945 The complaint Mr I complains that Western Union Payment Services GB Limited (“Western Union”) paid his deposit to an unauthorised person. What happened Mr I sent money to his partner who I’ll refer to as J. J resides in another country which I’ll refer to as P. Mr I sent £250 t... (4 pages)View decision -
Decision Reference DRN-4737941
12 Apr 2024 Solium Capital UK Limited UpheldInvestmentsDRN-4737941 The complaint Mr L complains about the service provided by Solium Capital UK Limited trading as Shareworks by Morgan Stanley, referred to as “Solium”. In summary, he says: Solium deducted a high amount of taxes from his shares due. It provided misleading information. It sent... (5 pages)View decision -
Decision Reference DRN-4639144
12 Apr 2024 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-4639144 The complaint Mr D complains about the price of his home insurance policy with Lloyds Bank General Insurance Limited. What happened Mr D held a home insurance policy with Lloyds and had done so for a number of years. When the policy last renewed, he wasn’t happy with the price ... (2 pages)View decision -
Decision Reference DRN-4505044
12 Apr 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4505044 The complaint Mrs G complains that Starling Bank Limited won’t refund the money she lost when she was the victim of a scam. What happened In May 2023, Mrs G received a text message from a number she hadn’t been contacted from before and which she thought was from her father. Th... (4 pages)View decision
