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 364862 results
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Decision Reference DRN-4716833
2 Apr 2024 Assurant General Insurance Limited UpheldInsuranceDRN-4716833 The complaint Mr T complains about the way Assurant General Insurance Limited handled his mobile phone insurance claim. What happened Mr T has mobile phone insurance through his building society account. The insurer is Assurant. Mr T’s mobile phone was damaged under a vehicle. ... (4 pages)View decision -
Decision Reference DRN-4651111
2 Apr 2024 Covea Insurance plc Not upheldInsuranceDRN-4651111 The complaint Mr G has complained that Covea Insurance plc avoided (treated it as if it never existed) his commercial motor insurance policy and declined to pay his claim. He wants it to settle his claim. Mr G is represented in this matter by his friend, Mrs L. What happened M... (3 pages)View decision -
Decision Reference DRN-4262386
2 Apr 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4262386 The complaint Mr R complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this comp... (5 pages)View decision -
Decision Reference DRN-4690088
2 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4690088 The complaint Mr W complains about the service provided by Admiral Insurance (Gibraltar) Limited when he made a claim on his motor insurance policy. What happened Mr W made a claim on his policy with Admiral for damage caused to his car by a pot hole. Admiral declined to repair... (2 pages)View decision -
Decision Reference DRN-4653414
2 Apr 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4653414 The complaint Ms K complains that Wise Payments Limited closed her account. They sent £5,000 back to source. She would like this money refunded to her. What happened The detailed background to this complaint is well known to both parties, so I’ll only provide a summary here. Ms... (3 pages)View decision -
Decision Reference DRN-4520174
2 Apr 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4520174 The complaint Mr J complains that Monzo Bank Ltd (“Monzo”) have failed to refund £19,586.82 he lost to a cryptocurrency investment scam in April 2023. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief s... (3 pages)View decision -
Decision Reference DRN-4483543
2 Apr 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4483543 The complaint Mr A complains that Wise Payments Limited didn’t do enough to prevent him losing money to an alleged investment scam. Mr A has used a representative to bring his complaint, but for ease of reading, I’ll mostly just refer to and will ascribe the representative’s co... (2 pages)View decision -
Decision Reference DRN-4710619
2 Apr 2024 DAS Legal Expenses Insurance Company Limited UpheldInsuranceDRN-4710619 The complaint Z Limited complains through its director Mr F that DAS Legal Expenses Insurance Company Limited mishandled a claim on a self-drive hire motor breakdown insurance policy. What happened Z owned a motorhome made in about 2009 with a diesel engine. Z hired the motorho... (6 pages)View decision -
Decision Reference DRN-4707847
2 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4707847 The complaint Mrs R has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In January 2023, Mrs R met with a potential buyer to sell a vehicle. The buyer showed her a screenshot that they’d paid her £18,500. Mrs R said... (2 pages)View decision -
Decision Reference DRN-4712637
2 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4712637 The complaint Mr D has complained Barclays Bank UK PLC did nothing to intervene as he was making a number of payments to someone who was blackmailing him. What happened Mr D worked at a local club. In 2021 someone intimidated and threatened Mr D into sending him regular payment... (3 pages)View decision
