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 380824 results
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Decision Reference DRN-5102016
15 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5102016 The complaint Ms S’s complaint is about the rejection of a claim for cover under her legal expenses insurance policy with Aviva Insurance Limited. Aviva is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to ... (3 pages)View decision -
Decision Reference DRN-5046286
15 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5046286 The complaint IMA, a limited company, complains that Wise Payments Limited did not refund a series of payments it says it lost to a scam. Mr V is the director of IMA and has brought the complaint on its behalf. In the interest of simplicity, I will mostly refer to him throu... (5 pages)View decision -
Decision Reference DRN-5147100
15 Nov 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5147100 The complaint Ms F complains Bank of Scotland plc trading as Halifax didn’t do enough to protect her when she fell victim to an investment scam. What happened Ms F has an account with Halifax and has done so for over 20 years. She also has an account with another business wh... (3 pages)View decision -
Decision Reference DRN-5146991
15 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5146991 The complaint Ms F complains Revolut Ltd didn’t do enough to protect her when she fell victim to an investment scam. What happened Ms F has an account with Revolut with a debit card which she opened on 11 March 2023. Ms F says she opened the account in the course of this sca... (3 pages)View decision -
Decision Reference DRN-5117397
15 Nov 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5117397 The complaint Mr H complains that NewDay Ltd trading as Fluid Credit Card (NewDay) didn’t check his financial circumstances before they agreed to lend to him. What happened In August 2021 Mr H applied for a credit card with NewDay. They agreed his application and provided h... (2 pages)View decision -
Decision Reference DRN-5138029
15 Nov 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5138029 The complaint Mr M complains that Bank of Scotland plc trading as Halifax provided him with misleading information about the amount of cashback he was earning, causing him financial loss. What happened Mr M has had a credit card with Halifax since around 2004. In September 2... (2 pages)View decision -
Decision Reference DRN-5111647
15 Nov 2024 LEASYS UK LTD Not upheldConsumer CreditDRN-5111647 The complaint Mr S complains about a charge that has been levied by Leasys UK Ltd following the end of a hire agreement that he had with the firm. What happened In September 2019 Mr S was supplied with a new car by Leasys via a hire agreement. Mr S agreed to make 48 monthly ... (3 pages)View decision -
Decision Reference DRN-5149252
15 Nov 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5149252 The complaint Mr E complains about how Aviva Insurance Limited (Aviva) has handled a claim under his car insurance policy. What happened In May 2023 Mr E was involved in a motor accident. His car was stationary when it was hit in the side by another vehicle. So he made a cl... (3 pages)View decision -
Decision Reference DRN-5046291
15 Nov 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-5046291 The complaint Mr V and Mr V complain that Wise Payments Limited did not refund a series of payments they say they lost to a scam. As Mr V was the individual actively involved in the communication and who primarily raised the complaint, I will mostly refer to him throughout t... (4 pages)View decision -
Decision Reference DRN-4793731
15 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4793731 The complaint Mr J complains that Monzo Bank Ltd hasn’t refunded payments on his account that he’s reported as unauthorised. What happened Mr J is unhappy that Monzo has held him liable for two payments that were made from his account as part of a bank impersonation scam. Mr... (3 pages)View decision
