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 380824 results
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Decision Reference DRN-5554424
24 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5554424 The complaint This complaint has been brought on behalf of Mrs M by her daughter, whom I’ll refer to as ‘L’. L complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded the money L believes Mrs M lost to an authorised push payment (‘APP’) scam. What happened The circumstanc... (5 pages)View decision -
Decision Reference DRN-5713441
24 Jul 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5713441 The complaint Ms H has complained that Red Sands Insurance Company (Europe) Limited unreasonably refused her claim for the loss of use of her horse under her horse policy. What happened Ms H took out a time-limited policy with Red Sands which provides cover for vet fees for... (6 pages)View decision -
Decision Reference DRN-5605343
24 Jul 2025 Covea Insurance plc Not upheldInsuranceDRN-5605343 The complaint Miss B complains about the handling of her claim made under her contents insurance policy with Covea Insurance plc. What happened Miss B made a claim following a fire at her home in 2022. Covea made a settlement in 2024. Miss B disputed this as she felt some of... (2 pages)View decision -
Decision Reference DRN-5059843
24 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5059843 The complaint Mr D is unhappy that Monzo Bank Ltd decided not to refund him after he was the victim of a scam. Mr D is using a professional representative to bring his complaint. I’ll refer to them as W. What happened Mr D fell victim to a scam where he thought he was arra... (3 pages)View decision -
Decision Reference DRN-5692432
24 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5692432 The complaint Mr P complains that Lloyds Bank PLC hasn’t reimbursed him after he fell victim to an investment scam. What happened In 2018, Mr P invested several times with a company I’ll call ‘G’. He received returns on his initial investment from April 2018, but didn’t rece... (2 pages)View decision -
Decision Reference DRN-4834162
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4834162 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened The facts of this case are known to both parties and were set out in the investigator’s view, so I will summarise them very briefly ... (3 pages)View decision -
Decision Reference DRN-4414290
24 Jul 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-4414290 The complaint Mr C complains about Aviva Life & Pensions UK Limited’s review of his Whole of Life policy which took place in 2020. He complains that he was never made aware that there could be such drastic changes to his premium or sum assured. What happened Mr C took ou... (4 pages)View decision -
Decision Reference DRN-5712237
24 Jul 2025 Pendragon Finance and Insurance Services Limited UpheldConsumer CreditDRN-5712237 The complaint Mr M complains that Pendragon Finance and Insurance Services Limited trading as Stratstone failed to process his application for a car hire agreement after he accepted a quote. What happened I issued a provisional decision setting out what I thought about Mr M&... (5 pages)View decision -
Decision Reference DRN-5638927
24 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5638927 The complaint Mr K complains that Zopa Bank Limited applied interest to his credit card daily. He’s unhappy that the pending interest is deducted from his available credit before the statement is generated. What happened Mr K opened a credit card account with Zopa in May 202... (2 pages)View decision -
Decision Reference DRN-5534703
24 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5534703 The complaint The estate of Mr L (“The Estate”) is unhappy with the actions of National Westminster Bank Public Limited Company (“NatWest”) surrounding the closure of the late Mr L’s accounts. The Estate’s complaint is brought to this service by one of the executors of the E... (4 pages)View decision
