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 363925 results
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Decision Reference DRN-5280522
14 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5280522 The complaint Mr G complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to an investment scam. Mr G’s complaint has been brought by a professional representative but I’ll only refer to Mr G in this decision. What happened Mr G was acti... (5 pages)View decision -
Decision Reference DRN-5379872
14 Mar 2025 Carbon Financial Partners Ltd Not upheldInvestmentsDRN-5379872 The complaint Ms M has complained about the advice she received from Carbon Financial Partners Ltd to invest £40,000 into an investment wrapper in 2020, and then retain the investment. What happened I have previously issued a provisional decision regarding this complaint. T... (9 pages)View decision -
Decision Reference DRN-5323755
14 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5323755 The complaint Mrs S complains that Lloyds Bank PLC won’t refund the full amount of money she says she 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 submission... (3 pages)View decision -
Decision Reference DRN-4534003
14 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4534003 The complaint Mr P complains that Starling Bank Limited says it won’t refund him for money he transferred to a builder for what he now believes was a scam. What happened Mr P says he has used the same builder (who I’ll refer to as B) a number of times over a period of aroun... (5 pages)View decision -
Decision Reference DRN-5080129
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5080129 The complaint Mr M complains Revolut Ltd (Revolut) won’t refund the money he lost to a scam. What happened Around May 2023, Mr M saw an advert online for a company, F, claiming to offer cryptocurrency trading. He decided to invest with them. Unfortunately, F were operating a... (9 pages)View decision -
Decision Reference DRN-5335101
14 Mar 2025 Aviva Protection UK Limited Not upheldInsuranceDRN-5335101 The complaint The estate of Mr T and Ms D, as trustee of the T Trust, complain about Aviva Protection UK Limited’s decision to turn down a critical illness claim Mr T made on a term assurance with critical illness policy. They also complain about Aviva’s decision to cancel t... (4 pages)View decision -
Decision Reference DRN-5366495
14 Mar 2025 Building Block Insurance PCC Ltd UpheldInsuranceDRN-5366495 The complaint Mr A complains that Building Block Insurance PCC Ltd unfairly declined a claim under his pet insurance policy. Where I refer to Building Block, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The de... (3 pages)View decision -
Decision Reference DRN-5208125
14 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5208125 The complaint Mr H has complained about a credit card he took out in February 2023 with Vanquis Bank Limited. He’s said the credit card was unaffordable and shouldn’t have been approved. What happened Mr H took out this Vanquis credit card account in February 2023 with a cre... (2 pages)View decision -
Decision Reference DRN-5340147
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5340147 The complaint Ms C complains that Monzo Bank Ltd didn’t get the money back she paid for faulty goods. What happened At the end of May 2024 Ms C ordered a hot tub at a cost of £350. She paid for it using her Monzo debit card. The hot tub was delivered to the wrong address and... (2 pages)View decision -
Decision Reference DRN-5340912
14 Mar 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5340912 The complaint Mr R is unhappy with the delays he experienced whilst Legal and General Assurance Society Limited handled his terminal illness claim. Mr R brought his complaint through a third-party representative, however, for simplicity, I’ll refer to all submissions as bein... (3 pages)View decision
