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 360264 results
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Decision Reference DRN-4049754
9 Feb 2024 Furnley House Limited UpheldInvestmentsDRN-4049754 The complaint The estate of Mrs B complains that Furnley House Limited (FH) failed to provide information about the option to switch the late Mrs B’s investments to cash. What happened FH provided financial advice to the late Mrs B. Investments were held in an ISA and onshore ... (4 pages)View decision -
Decision Reference DRN-4569818
9 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4569818 The complaint Miss L is unhappy that Monzo Bank Ltd hasn’t reimbursed her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. ... (3 pages)View decision -
Decision Reference DRN-4416205
9 Feb 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4416205 The complaint Mr W complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr W was initially being represented by a third party but is now representing himself. To keep things simple, I will refer to Mr W throughout my decisio... (3 pages)View decision -
Decision Reference DRN-4114575
9 Feb 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4114575 The complaint Mr and Mrs N have complained about the way Shawbrook Bank Limited (“Shawbrook”) has dealt with a claim they made under section 75 of the Consumer Credit Act 1974 (“s.75”). What happened Around February 2013, Mr and Mrs N entered into a contract to purchase a solar... (4 pages)View decision -
Decision Reference DRN-4336613
9 Feb 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4336613 The complaint Mr C complains The Royal Bank of Scotland Plc unfairly closed his accounts. He wants an apology for how he says he was treated, and compensation. What happened Mr C held several personal accounts, comprising a current account, a savings account, and an individual ... (3 pages)View decision -
Decision Reference DRN-4568894
9 Feb 2024 Covea Insurance plc Not upheldInsuranceDRN-4568894 The complaint Miss P and Mr S have complained about the repairs Covea Insurance plc arranged for their car under their motor policy following an accident where their car was damaged in a car park when parked. Given our primary contact has been Mr S, I shall just refer to him th... (3 pages)View decision -
Decision Reference DRN-4486596
9 Feb 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4486596 The complaint Ms B is unhappy that Monzo Bank Ltd won’t refund the money she lost after she fell victim to an Authorised Push Payment (“APP”) 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 ... (3 pages)View decision -
Decision Reference DRN-4259819
9 Feb 2024 Vanguard Asset Management, Ltd Not upheldInvestmentsDRN-4259819 The complaint Mr L complains that he has received an excessive amount of marketing, in the form of unsolicited market research emails from Vanguard Asset Management Ltd (Vanguard). This has resulted in him losing confidence in Vanguard. What happened On 21 March 2023, Mr L rec... (3 pages)View decision -
Decision Reference DRN-4533828
9 Feb 2024 EUI Limited Not upheldInsuranceDRN-4533828 The complaint Miss M and Mr R complain that EUI Limited trading as Admiral (“Admiral”) declined a claim they made for damage to their roof following bad weather. The home insurance policy is in joint names but, for ease of reading, I’ll refer to M... (3 pages)View decision -
Decision Reference DRN-4611936
9 Feb 2024 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-4611936 The complaint Mrs R is unhappy that Marks & Spencer Financial Services Plc trading as M&S Bank (“M&S Bank”) won’t refund her for the cost of a cruise she paid for on her credit card. What happened In 2022, Mrs R booked a cruise through a booking agent I’ll call “P” ... (2 pages)View decision
