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 364766 results
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Decision Reference DRN-4442809
25 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4442809 The complaint Mr C complains that Monzo Bank Ltd (“Monzo”) won’t refund over £20,000 he lost to an employment scam in May 2023. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reasons for... (2 pages)View decision -
Decision Reference DRN-4325938
25 Mar 2024 Covea Insurance plc Not upheldInsuranceDRN-4325938 The complaint A, a limited company, complains that Covea Insurance plc won’t accept a claim made under their property owners insurance in full. A is represented by Mrs G, one of their directors. What happened A holds a property owners policy which is underwritten by Covea. The ... (2 pages)View decision -
Decision Reference DRN-4689368
25 Mar 2024 Aviva Insurance Limited Not upheldInsuranceDRN-4689368 The complaint Mr and Mrs G complain Aviva Insurance Limited trading as Quotemehappy.com (“Aviva”) unfairly declined a claim they made for damage under their home insurance policy. What happened Mr and Mrs G made a claim for damage under their home insurance policy. A kitchen ca... (2 pages)View decision -
Decision Reference DRN-4704965
25 Mar 2024 Atom Bank PLC Not upheldMortgagesDRN-4704965 The complaint Mr N complains that Atom Bank PLC trading as Atom Bank incorrectly recorded a marker against him on a fraud prevention database in connection with a mortgage application submitted in his name. Mr N says he was the victim of impersonation fraud and Atom should remo... (3 pages)View decision -
Decision Reference DRN-4685278
25 Mar 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4685278 The complaint Mr B complains Tesco Personal Finance PLC (“Tesco Bank”) did not treat him fairly when he approached it for assistance in connection with a disputed purchase on his credit card. What happened I issued a provisional decision on this case on 6 March 2024, which is a... (15 pages)View decision -
Decision Reference DRN-4696598
25 Mar 2024 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-4696598 The complaint Ms W complains that Bank of Ireland (UK) Plc (BOI) won’t refund money she lost in a romance scam. What happened What Ms W says: Ms W is represented by a third-party firm of solicitors. In December 2020, she met someone through a dating website. Following the sad ... (4 pages)View decision -
Decision Reference DRN-4671798
25 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4671798 The complaint Miss T complains that Santander UK Plc did not refund a series of payments she lost to a scam. What happened Miss T made a series of payments between October 2019 to November 2021, to two separate individuals who were known to her. For the purposes of this decisio... (4 pages)View decision -
Decision Reference DRN-4704604
25 Mar 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4704604 The complaint Miss S complains HSBC UK Bank Plc unfairly restricted her account and failed to return to her some of the funds they held. She wants those funds refunded and compensation. What happened What follows repeats most of the background facts I set out my provisional dec... (4 pages)View decision -
Decision Reference DRN-4438489
25 Mar 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4438489 The complaint Mrs C is unhappy Zopa Bank Limited won’t agree to write-off a loan she took out as part of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute, so I’ll focus on giving ... (2 pages)View decision -
Decision Reference DRN-4619159
25 Mar 2024 Gain Credit LLC Not upheldConsumer CreditDRN-4619159 The complaint Miss T complains that Gain Credit LLC trading as Drafty (“Drafty”) has unfairly recorded missed payment markers on her credit file in April and September 2023. What happened The issues Miss T has experienced with her repayments stems from a from a flexible credit ... (3 pages)View decision
