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 392389 results
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Decision Reference DRN-5330814
3 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5330814 The complaint Ms R and Mr R complain that ARAG Legal Expenses Insurance Company Limited unfairly declined a claim under their legal expenses insurance policy. Where I refer to ARAG, this includes the actions of its agents and claims handlers for which it takes responsibilit... (3 pages)View decision -
Decision Reference DRN-5140016
3 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5140016 The complaint Mrs J complains about Lloyds Bank PLC (“Lloyds”). She says that it failed to protect her from a scam and would like it to refund her the money she has lost. Mrs J’s complaint has been referred to this service by a professional representative but for the sake of... (3 pages)View decision -
Decision Reference DRN-5173015
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5173015 The complaint Mr N complains Revolut Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t believe it has treated him fairly. What happened A summary of what happened is below. In February 2024, several payments came into Mr... (3 pages)View decision -
Decision Reference DRN-4965674
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4965674 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened Mr B says that he received a call from someone who impersonated his bank and told him about suspected fraudulent transactions on his account... (4 pages)View decision -
Decision Reference DRN-4985545
3 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-4985545 The complaint Mr S has complained, with the help of his representatives, about a transfer of his ReAssure Limited (‘ReAssure’) personal pensions to a small self-administered scheme (SSAS) in January 2015. Mr S’ SSAS was subsequently used to invest in a fractional ownership o... (9 pages)View decision -
Decision Reference DRN-5366600
3 Mar 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5366600 The complaint Mr A has complained about Aioi Nissay Dowa Insurance UK Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy and about the poor service he received. What happened I looked at ... (3 pages)View decision -
Decision Reference DRN-4946660
3 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4946660 The complaint Mr E complains that Santander UK Plc (‘Santander’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr E was referred by a friend to a firm of solicitors I’ll refer to as S in this decision to submit a naturalisation appli... (2 pages)View decision -
Decision Reference DRN-5334182
3 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5334182 The complaint Mr and Mrs S are unhappy their claim for damage to their property following torrential weather has been declined by Aviva Insurance Limited (“Aviva”) under their home insurance policy. What happened Mr and Mrs S made a claim to Aviva following torrential rainfa... (2 pages)View decision -
Decision Reference DRN-5155244
3 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5155244 The complaint Mr M complains that Santander UK Plc won’t refund money he lost to a scam. Mr M is being represented by W. For ease, I have referred to comments made by W as being made by Mr M. What happened Mr M complains that he made the following faster payments as a result... (4 pages)View decision -
Decision Reference DRN-5044734
3 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5044734 The complaint Ms S is complaining that Monzo Bank Ltd didn’t do enough to prevent her falling victim to two scams and hasn’t reimbursed the payments she made to the scams. The complaint is brought on her behalf by a professional representative. What happened Ms S says she f... (3 pages)View decision