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 347829 results
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Decision Reference DRN-4965346
27 Sep 2024 Hood Group Limited Not upheldInsuranceDRN-4965346 The complaint Ms W has complained that Hood Group Limited (‘Hood’) wouldn’t process her claim forstorm damage under her home insurance policy. What happened Unfortunately, Ms W’s property suffered a serious flooding incident in October 2023, and she contacted Hood to inform... (4 pages)View decision -
Decision Reference DRN-4980627
27 Sep 2024 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-4980627 The complaint Mr A is unhappy with the way Hargreaves Lansdown Asset Management Limited trading as Hargreaves Lansdown (‘HL’) carried out a withdrawal from his Lifetime ISA (‘LISA’). What happened On 24 th March 2024, Mr A called HL to request a withdrawal of £300 from his L... (2 pages)View decision -
Decision Reference DRN-5048794
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5048794 The complaint Mr B complains Revolut Ltd didn’t do enough to protect him when he fell victim to recovery scams. What happened Mr B has an account with Revolut that he opened in May 2019. He had accounts with another business – who I’ll refer to as “N” throughout the rest of ... (4 pages)View decision -
Decision Reference DRN-4935211
27 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4935211 Complaint Mrs M is unhappy that Revolut Ltd didn’t refund her after she fell victim to a scam. Background In August 2023, Mrs M fell victim to a safe account scam. The situation began when she received a text message about a missing parcel delivery. Unsuspecting of any foul ... (3 pages)View decision -
Decision Reference DRN-4977647
27 Sep 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4977647 The complaint Mr A complains that Monzo Bank Ltd loaded a fraud-related marker against his name with Cifas and it refuses to remove it. What happened Mr A says in 2023, he was taken advantage of by someone at his college (‘the scammer’) and persuaded to open a bank account ... (3 pages)View decision -
Decision Reference DRN-4611741
27 Sep 2024 Millennium Insurance Brokers Ltd UpheldInsuranceDRN-4611741 The complaint Mrs J complains about the information Millennium Insurance Brokers Ltd trading as Simple Landlords provided on the sale and renewal of her commercial property insurance, which led to her being underinsured. What happened Mrs J has a property which is rented to ... (3 pages)View decision -
Decision Reference DRN-5015121
27 Sep 2024 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5015121 The complaint The estate of Mrs C complains that Dignity Funerals Limited won’t issue a full refund, following cancellation of Mrs C’s funeral plan. The estate is represented by a relative, Mr C. What happened To summarise, in March 2017, Mrs C took out a funeral plan with... (3 pages)View decision -
Decision Reference DRN-5010032
27 Sep 2024 Aviva Insurance Limited UpheldInsuranceDRN-5010032 The complaint A charity, which I will refer to as B, complains about the handling and settlement of their buildings insurance claim by Aviva Insurance Limited. What happened The following is not intended as an exhaustive description of the events leading to this complaint. A... (10 pages)View decision -
Decision Reference DRN-4863917
27 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4863917 The complaint Mr B complains that Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined his claim for fire damage to his home, and for delays reaching this decision, under his home buildings insurance policy. What happened In August 2023 Mr B’s home was damaged b... (5 pages)View decision -
Decision Reference DRN-5048821
27 Sep 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5048821 The complaint Mr B complains that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost to an investment scam. What happened Around 2015, Mr B says he was introduced to an opportunity to invest in gold bullion through a company I’ll call ‘R’ which was bas... (6 pages)View decision
