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 360264 results
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Decision Reference DRN-4215148
19 Jan 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4215148 The complaint Mr H complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of an investment scam and would like Revolut to refund him the money he has lost as a result. What happened In September 2022, Mr H came across an inve... (3 pages)View decision -
Decision Reference DRN-4517993
19 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4517993 The complaint Miss W complains that Santander UK Plc won’t refund £2,055.22 she lost to a scam. What happened Miss W has said that in early 2023 she looked online for three return flights to Jamaica to attend her brother’s funeral. She contacted who she believed to be a represe... (3 pages)View decision -
Decision Reference DRN-4536097
19 Jan 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4536097 The complaint Mr L complains that The Royal Bank of Scotland Plc (“RBS”) won’t refund payments totalling £29,000 made from his account that he says he didn’t authorise. What happened The details of this complaint are well known to both parties, so I won’t repeat everything agai... (3 pages)View decision -
Decision Reference DRN-4466932
19 Jan 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4466932 The complaint Mr E complains about how Admiral Insurance (Gibraltar) Limited set up and administered his motor insurance policy. What happened Mr E complains that Admiral set up his motor insurance policy incorrectly – he said his wife should have been on the policy and wasn’t,... (2 pages)View decision -
Decision Reference DRN-4550514
19 Jan 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4550514 The complaint Miss G is complaining that Bank of Scotland plc trading as Halifax won’t refund the money she lost in a scam. Miss G’s partner is representing her in bringing this complaint. What happened In November 2022 Miss G was contacted by a scammer on social media. The sca... (4 pages)View decision -
Decision Reference DRN-4568822
19 Jan 2024 Gain Credit LLC UpheldConsumer CreditDRN-4568822 The complaint Mr F complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr F’s borrowing can be found below. loan number loan amount agreement date repayment ... (5 pages)View decision -
Decision Reference DRN-4564744
19 Jan 2024 HDI Global Specialty SE UpheldInsuranceDRN-4564744 The complaint Ms W’s complaint is about three claims she made on her HDI Global Specialty SE (‘HDI’) pet insurance policy, which were declined. Ms K says HDI were wrong to decline her claims and void two of her policies. She wants HDI to pay her claims and reinstate her insuran... (3 pages)View decision -
Decision Reference DRN-4566412
19 Jan 2024 GSI Wealth Management Limited Not upheldPensions and AnnuitiesDRN-4566412 The complaint Mr C complains that GSI Wealth Management Limited (‘GSI’) gave him unsuitable pension transfer advice in 2009. After which he chose to transfer deferred benefits in a defined benefit (DB) pension scheme to a personal pension. He says he has lost his guaranteed ben... (8 pages)View decision -
Decision Reference DRN-4568768
19 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4568768 The complaint Miss H complains that Monzo Bank Ltd (“Monzo”) won’t refund over £46,000 she lost to an investment scam. What happened Miss H fell victim to a cryptocurrency investment scam after she was cold called by a scam broker (“Z”) in March 2021. The broker showed her how ... (7 pages)View decision -
Decision Reference DRN-4150289
19 Jan 2024 Nutmeg Saving and Investment Limited Not upheldInvestmentsDRN-4150289 The complaint Mr K complains about the way Nutmeg Saving and Investment Limited handled his application to open a general investment account (GIA). He says it incorrectly set up an ISA account, which is not what he required. What happened In February 2022, Mr K completed an onl... (2 pages)View decision
