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 368546 results
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Decision Reference DRN-5169208
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5169208 Complaint Mrs M is unhappy that Santander UK Plc didn’t reimburse her after she told it she’d fallen victim to an investment scam. Background In 2020, Mrs M learned about an investment opportunity via a family member. The opportunity was provided by a company called Buy2LetC... (4 pages)View decision -
Decision Reference DRN-5295274
20 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5295274 The complaint Mr B has complained about the way Admiral Insurance (Gibraltar) Limited has handled his claim under his home insurance policy and the fact it has declined it. He has also complained about the way it handled his complaint about these things. What happened The de... (2 pages)View decision -
Decision Reference DRN-5344636
20 Feb 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5344636 The complaint Mr C complains that AA Underwriting Insurance Company Limited (‘AA’) unfairly recorded a cancellation on his motor insurance. What happened Mr C had a motor insurance policy with AA, taken out via a comparison website in July 2023. In January 2024, it found tha... (3 pages)View decision -
Decision Reference DRN-5237436
20 Feb 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5237436 The complaint Mr M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans without carrying out sufficient affordability checks. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount... (5 pages)View decision -
Decision Reference DRN-5003345
20 Feb 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5003345 The complaint A limited company, which I’ll refer to as B, complains that Metro Bank PLC unfairly took the balance of its savings accounts to repay part of its bounce back loan (“BBL”). What happened B took out a BBL for £48,750 in 2020. B also had a current account and a sa... (3 pages)View decision -
Decision Reference DRN-5212134
20 Feb 2025 U K Insurance Limited Not upheldInsuranceDRN-5212134 The complaint Miss M and Mrs M complain that U K Insurance Limited has failed to fairly settle a claim made on their contents insurance policy. What happened Although the policy is in joint names with Miss M and Mrs M, Mrs M has mainly dealt with UKI and the claim. So for ea... (3 pages)View decision -
Decision Reference DRN-4991617
20 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4991617 The complaint Miss S has complained HSBC UK Bank plc won’t refund her for a transaction made on 23 March 2024. She’s also concerned HSBC made no effort to get her funds back. What happened In 2024 after making a transfer of £3,500 from her HSBC savings account to her HSBC cu... (3 pages)View decision -
Decision Reference DRN-5051091
20 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5051091 The complaint Miss L complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction made on her debit card. What happened In March 2024, Miss L bought a number of items from a bakery, paying with her Monzo debit card. When getting home and checking her rec... (3 pages)View decision -
Decision Reference DRN-5344468
20 Feb 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5344468 The complaint Ms F complains about errors and poor service when she took mortgage advice from London and Country Mortgages Ltd. She says she missed out on lower interest rate products, had to find a larger deposit and was caused significant stress and inconvenience. What hap... (3 pages)View decision -
Decision Reference DRN-4788092
20 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4788092 The complaint Mr H is unhappy that Barclays Bank UK PLC has decided not to refund him after he was the victim of an Authorised Push Payment (APP) scam. What happened Mr H found an investment opportunity advertised on a social media platform with celebrity endorsements. Ulti... (3 pages)View decision
