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 369228 results
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Decision Reference DRN-5216268
9 Apr 2025 esure Insurance Limited UpheldInsuranceDRN-5216268 The complaint Mr G says esure Insurance Limited provided poor service and didn’t tell him it had settled a claim on his motor insurance policy, leading to a substantial rise in his premium later on. What happened Mr G called esure on 23 July 2023, shortly after he had a min... (3 pages)View decision -
Decision Reference DRN-5408236
9 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5408236 The complaint Ms S has complained that HSBC UK Bank Plc (trading as First Direct) won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Ms S was contacted by a scammer who ... (3 pages)View decision -
Decision Reference DRN-5470959
9 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5470959 The complaint Miss M complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim 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 o... (5 pages)View decision -
Decision Reference DRN-5166789
9 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5166789 The complaint Mr B holds/held an account with Revolut Ltd (“Revolut”). Mr B’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr B is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer t... (4 pages)View decision -
Decision Reference DRN-5470058
9 Apr 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5470058 The complaint Ms M complains about Lloyds Bank General Insurance Limited’s handling of a subsidence claim made under her buildings insurance policy. Any reference to Lloyds includes its agents. What happened Ms M holds buildings insurance cover with Lloyds. She made a subs... (4 pages)View decision -
Decision Reference DRN-5467359
9 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5467359 The complaint Mr G complains that Bank of Scotland plc, trading as Halifax, declined transactions he tried to make using a credit card they supplied. What happened On two occasions transactions Mr G tried to make using a credit card provided by Halifax, were blocked. He says... (2 pages)View decision -
Decision Reference DRN-5395098
9 Apr 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5395098 The complaint Mrs R and Mr R complains about how Acromas Insurance Company Limited (Acromas) handled a claim under their motor insurance policy for damage to their vehicle. They say additional damage from an accident wasn’t repaired while their vehicle was in for repair, spe... (4 pages)View decision -
Decision Reference DRN-5152487
9 Apr 2025 eToro (UK) Ltd UpheldInvestmentsDRN-5152487 The complaint Mr G’s complaint concerns eToro (UK) Ltd’s pricing charts. He’s unhappy they failed to work correctly and further, he says that an alternative suggested by his account manager gave him inaccurate information, leading him to incur a financial loss. What happened... (3 pages)View decision -
Decision Reference DRN-5243747
9 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5243747 The complaint Ms N is being represented by solicitors. She’s complaining about Wise Payments Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms N fell victim to a cruel cryptocurrency recovery scam. As I understand it, she’d pr... (4 pages)View decision -
Decision Reference DRN-5187855
9 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5187855 The complaint Ms N is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms N fell victim to a cruel cryptocurrency recovery scam. As I understand it, she’d previously tried to buy cryptocurrency in 2020 but ... (4 pages)View decision
