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 367928 results
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Decision Reference DRN-5415754
25 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5415754 The complaint The directors of M Ltd are unhappy that Santander UK Plc has decided not to refund M after it paid money to an investment scam. What happened M invested in a rent-to-rent property scheme. M was introduced to R who produced all contracts, and payments were made... (3 pages)View decision -
Decision Reference DRN-5107532
25 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5107532 The complaint Mrs M and Mrs S are unhappy with the way their claim was handled by Inter Partner Assistance SA (IPA). What happened Mrs M and Mrs S had travel medical insurance with IPA. They were on holiday when Mrs M became unwell, suffering with back pain triggered by the ... (5 pages)View decision -
Decision Reference DRN-4908798
25 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4908798 The complaint Mrs B complains that Revolut Ltd “Revolut” didn’t do enough to protect her when she fell victim to a scam. What happened Mrs B made payments totalling around £30,000 between June and September 2023. The first set of payments, in June and July, were made by tran... (3 pages)View decision -
Decision Reference DRN-4850276
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4850276 The complaint Miss J complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. Miss J brings her complaint with the assistance of professional representation, but for readability, in what follows I wi... (4 pages)View decision -
Decision Reference DRN-5361512
25 Mar 2025 Lloyd's Insurance Company SA UpheldInsuranceDRN-5361512 The complaint Mr M and Miss S complain about the settlement Lloyd’s Insurance Company SA offered them for a claim they made under their overseas home insurance policy. Lloyd’s is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of ... (4 pages)View decision -
Decision Reference DRN-5366106
25 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5366106 The complaint Mrs F complains about how Domestic & General Insurance Plc (“D&G”) installed a replacement cooker at her home following a claim under her home emergency policy. What happened Mrs F had a home emergency insurance policy from D&G covering various dome... (2 pages)View decision -
Decision Reference DRN-5373752
25 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5373752 The complaint C is a limited company. It’s been represented for the complaint by its director - ‘D’. As D’s actions are central to the matter, I’ve frequently referred to her. D’s been represented at points for the complaint. For ease of reading, in places I’ve referred to t... (3 pages)View decision -
Decision Reference DRN-5346977
25 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5346977 The complaint Miss M, who is represented by a third party, complains that Capital One (Europe) plc (‘Capital One’) irresponsibly provided her with credit on two credit cards account that she couldn’t afford to repay. What happened In November 2016 Miss M entered into an agr... (4 pages)View decision -
Decision Reference DRN-5251700
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5251700 The complaint Miss T complains that Monzo Bank Ltd unfairly recorded a Credit Industry Fraud Avoidance System (CIFAS) marker under her name. What happened Around December 2023, Monzo restricted and closed Miss T’s account following a review of certain transactions carried ou... (3 pages)View decision -
Decision Reference DRN-5425075
25 Mar 2025 Bank of Scotland Plc UpheldConsumer CreditDRN-5425075 The complaint Mr P has complained about a loan Bank of Scotland plc trading as Halifax provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. Mr P is represented in bringing his complaint, but for ease I’ve written as if we’ve deal... (3 pages)View decision
