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 381196 results
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Decision Reference DRN-4984397
25 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4984397 The complaint Mr D complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what happened and... (8 pages)View decision -
Decision Reference DRN-5067441
25 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5067441 The complaint Mr P complains that NewDay Ltd trading as Aqua (NewDay) has unfairly charged late payment and over the limit fees onto his credit card. What happened Mr P had a credit card with NewDay. He said he struggled financially and by NewDay applying what he considered ... (3 pages)View decision -
Decision Reference DRN-5095415
25 Oct 2024 Amtrust Europe Limited UpheldInsuranceDRN-5095415 The complaint Mr and Mrs A’s complaint is about the service they received from Amtrust Europe Limited (‘Amtrust’) when they made a claim on their legal expenses insurance policy. In this decision all references to Amtrust include their claims handlers. What happened Mr and ... (4 pages)View decision -
Decision Reference DRN-4738036
25 Oct 2024 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-4738036 The complaint Mrs F has complained that Accelerant Insurance Europe SA/NV UK Branch declined a claim she made under her residential property owners insurance policy. What happened Mrs F, via her managing agent, let out a property to tenants. In November 2022 fire damage was ... (3 pages)View decision -
Decision Reference DRN-5096369
25 Oct 2024 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5096369 The complaint Mr S has complained, through his representative, that ReAssure Limited - formerly Legal & General (L&G) - undertook insufficient due diligence when transferring his personal pension policies (PPP) to a Qualifying Recognised Overseas Pension Scheme (QROP... (10 pages)View decision -
Decision Reference DRN-5053563
25 Oct 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5053563 The complaint Ms S complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in a job scam. What happened What Ms S says: Ms S was looking for more work while she was on maternity leave – to top up her income. She was contacted by a person who said he was from a recr... (6 pages)View decision -
Decision Reference DRN-4799212
25 Oct 2024 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4799212 The complaint Mr A complains about the quality of a car supplied via a conditional sale agreement by Moneybarn No.1 Limited. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role reso... (3 pages)View decision -
Decision Reference DRN-5058912
25 Oct 2024 Chubb European Group SE UpheldInsuranceDRN-5058912 The complaint Miss D’s complaint is about the refusal of a claim under her mobile phone insurance policy with Chubb European Group SE. What happened In October 2023, Miss D contacted Chubb to make a claim under her policy as her phone was cracked and faulty. Chubb said the I... (5 pages)View decision -
Decision Reference DRN-5104729
25 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5104729 The complaint Mrs T and the estate of Mr T’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (th... (13 pages)View decision -
Decision Reference DRN-5104863
25 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5104863 The complaint Miss M complains about how Nationwide Building Society handled her chargeback claim. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimu... (4 pages)View decision
