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-5692466
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5692466 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of what he feels was a scam. What happened Sometime before May 2022, Mr A was told about an investment opportunity by someone he had known for a number of years. Mr A unde... (3 pages)View decision -
Decision Reference DRN-5767794
11 Sep 2025 Coverguard Insurance Brokers Not upheldInsuranceDRN-5767794 The complaint Ms S has complained that a broker Coverguard Insurance Brokers arranged a car insurance policy in her name, with her daughter Ms K listed as a named driver, using incorrect information. Ms S is the lead complainant. What happened In April 2024 Ms S contacted a ... (3 pages)View decision -
Decision Reference DRN-5702512
11 Sep 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5702512 The complaint Mr A has complained that he is unhappy with the quality of a car he acquired in May 2024, using a hire purchase agreement with Toyota Financial Services (UK) PLC (“TFS”). What happened Mr A acquired a used Audi in May 2024, using a hire-purchase agreement with... (4 pages)View decision -
Decision Reference DRN-5808439
10 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5808439 The complaint Mr A complains about Lloyds Bank General Insurance Limited (“Lloyds”) for its decision to decline his claim for a lost mobile phone. He wants Lloyds to accept and settle his claim. What happened Mr A purchased home contents insurance from Lloyds in late October... (2 pages)View decision -
Decision Reference DRN-5613986
10 Sep 2025 Unum Ltd Not upheldInsuranceDRN-5613986 The complaint Ms S complains that Unum Ltd has unreasonably declined a claim she made under her employer’s group income protection policy. What happened As the background of this complaint is familiar to both parties, I have summarised it below. Ms S is represented in bring... (4 pages)View decision -
Decision Reference DRN-5804301
10 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5804301 The complaint Mr F complains HSBC UK Bank Plc won’t reimburse £60,000 he lost to an investment opportunity that he now considers to be an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to... (9 pages)View decision -
Decision Reference DRN-5577971
10 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5577971 The complaint Ms N is unhappy that The Prudential Assurance Company Ltd (“Prudential”) communicated with her in relation the various pension policies she held with them. What happened Ms N originally held various pension policies with Scottish Amicable Life Assurance, invest... (5 pages)View decision -
Decision Reference DRN-5706515
10 Sep 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5706515 The complaint Mr E complains that MBNA Limited won’t refund to him the payments that he made for some gambling transactions. What happened Mr E has an MBNA credit card and he had applied a gambling freeze to his account. He complained to MBNA in October 2024 that it had allo... (4 pages)View decision -
Decision Reference DRN-5777864
10 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5777864 The complaint Mr A is unhappy because Barclays Bank UK PLC trading as Tesco Bank declined his disputed transaction claim. What happened On 31 January 2025 Mr A used his Tesco Bank credit card to pay for repairs to his car. The repair costs were £200. Mr A subsequently raised... (2 pages)View decision -
Decision Reference DRN-5671993
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5671993 The complaint Mrs S complains Revolut Ltd won’t refund the money she lost when she fell victim to a scam. What happened Mrs S responded to a promoted cryptocurrency investment which she understood was linked to a well-known public figure. Unfortunately, this was a scam. Afte... (3 pages)View decision
