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-4935211
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4935211 Complaint Mrs M is unhappy that Revolut Ltd didn’t refund her after she fell victim to a scam. Background In August 2023, Mrs M fell victim to a safe account scam. The situation began when she received a text message about a missing parcel delivery. Unsuspecting of any foul ... (3 pages)View decision -
Decision Reference DRN-4977647
27 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4977647 The complaint Mr A complains that Monzo Bank Ltd loaded a fraud-related marker against his name with Cifas and it refuses to remove it. What happened Mr A says in 2023, he was taken advantage of by someone at his college (‘the scammer’) and persuaded to open a bank account ... (3 pages)View decision -
Decision Reference DRN-4611741
27 Sep 2024 Millennium Insurance Brokers Ltd UpheldInsuranceDRN-4611741 The complaint Mrs J complains about the information Millennium Insurance Brokers Ltd trading as Simple Landlords provided on the sale and renewal of her commercial property insurance, which led to her being underinsured. What happened Mrs J has a property which is rented to ... (3 pages)View decision -
Decision Reference DRN-5015121
27 Sep 2024 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5015121 The complaint The estate of Mrs C complains that Dignity Funerals Limited won’t issue a full refund, following cancellation of Mrs C’s funeral plan. The estate is represented by a relative, Mr C. What happened To summarise, in March 2017, Mrs C took out a funeral plan with... (3 pages)View decision -
Decision Reference DRN-5010032
27 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5010032 The complaint A charity, which I will refer to as B, complains about the handling and settlement of their buildings insurance claim by Aviva Insurance Limited. What happened The following is not intended as an exhaustive description of the events leading to this complaint. A... (10 pages)View decision -
Decision Reference DRN-4863917
27 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4863917 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined his claim for fire damage to his home, and for delays reaching this decision, under his home buildings insurance policy. What happened In August 2023 Mr B’s home was damaged b... (5 pages)View decision -
Decision Reference DRN-5048821
27 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5048821 The complaint Mr B complains that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost to an investment scam. What happened Around 2015, Mr B says he was introduced to an opportunity to invest in gold bullion through a company I’ll call ‘R’ which was bas... (6 pages)View decision -
Decision Reference DRN-4891937
27 Sep 2024 Unum Ltd Not upheldInsuranceDRN-4891937 The complaint Mrs M is unhappy with Unum Limited’s decision to stop paying her income protection claim. What happened Mrs M has income protection with Unum through her employer. In May 2022, Mrs M discovered she had breast cancer and was therefore unable to work whilst she w... (4 pages)View decision -
Decision Reference DRN-4661479
27 Sep 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4661479 The complaint Mr A complains that Starling Bank Limited are being unreasonable in not removing a marker with the fraud prevention agency CIFAS against his name. What happened Mr A held an account with Starling. In September 2023 the account received two payments that were l... (2 pages)View decision -
Decision Reference DRN-5011646
27 Sep 2024 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5011646 The complaint Dr M complains about the decision of Mulsanne Insurance Company Limited to decline a motor insurance claim. What happened The following is intended only as a brief summary of events. Dr M had motor insurance policy providing cover for a car. The policy was unde... (2 pages)View decision
