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-5096862
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5096862 The complaint Ms L complained because Revolut Ltd refused to refund her for transactions which she said she didn’t make. What happened At around 6am on 25 March 2024, Ms L logged into her Revolut app on her phone, to see what the current exchange rate was. She normally used... (8 pages)View decision -
Decision Reference DRN-4937095
23 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4937095 The complaint Miss C complains that Santander UK Plc failed to reimburse her funds lost after she was victim of an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Miss C was introduced... (4 pages)View decision -
Decision Reference DRN-4493548
23 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4493548 The complaint Mr M complains that Revolut Ltd won’t refund a payment he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both pa... (4 pages)View decision -
Decision Reference DRN-5039007
23 Oct 2024 Sabre Insurance Company Limited Not upheldInsuranceDRN-5039007 The complaint Mr A complains that Sabre Insurance Company Limited settled another driver’s claim against his motor insurance policy and this increased his premiums. What happened Another driver said Mr A had damaged their car in a collision. But Mr A said the incident was i... (2 pages)View decision -
Decision Reference DRN-5067726
23 Oct 2024 Assurant General Insurance Limited Not upheldInsuranceDRN-5067726 The complaint Miss M is unhappy Assurant General Insurance Limited turned down a claim she made on her mobile phone insurance policy. What happened Miss M took out mobile phone with Assurant in mid May 2024. Around a week later she claimed on her policy. She said her phone h... (2 pages)View decision -
Decision Reference DRN-5101306
23 Oct 2024 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5101306 The complaint Mr H has complained about a transfer of his Phoenix Life Limited personal pension to a small self-administered scheme (SSAS 1 ) in February 2014. Mr H’s SSAS was subsequently used to invest in storage pods. The investment now appears to be illiquid and has litt... (14 pages)View decision -
Decision Reference DRN-4765575
23 Oct 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4765575 The complaint Mr G complains that Monzo Bank Ltd (“Monzo”) failed to refund a cash withdrawal he didn’t recognise and closed his account. What happened Mr G explained that he was in a store and wanted to withdraw money (£50) via cash back. He transferred £50 from a savings a... (3 pages)View decision -
Decision Reference DRN-4930150
23 Oct 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4930150 The complaint Mr S complains that Barclays Bank UK PLC has unfairly retracted the agreement he had in place which allowed him a further two years past the maturity of his interest only mortgage to repay the balance in full. What happened Mr S holds an interest only mortgage... (4 pages)View decision -
Decision Reference DRN-5101460
23 Oct 2024 AXA Insurance UK Plc UpheldInsuranceDRN-5101460 The complaint Miss G has complained about her contents insurer AXA Insurance UK Plc because it declined to settle her claim for stolen jewellery. What happened In 2023 Miss G’s home was broken into and some electrical items and jewellery were taken. AXA began assessing the ... (4 pages)View decision -
Decision Reference DRN-4982897
23 Oct 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4982897 The complaint Ms C is unhappy that HSBC UK Bank Plc blocked her account while it carried out a review and hasn’t given her a reason for doing so. What happened On 18 April 2024 HSBC blocked Ms C’s account while it carried out a review. Ms C discovered the block was in place... (3 pages)View decision
