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-4563075
31 Jan 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4563075 The complaint Mrs V complains that Revolut Ltd hasn’t refunded payments she made after falling victim to a scam. What happened The background to this complaint is well-known to both parties. I’ll summarise the key facts here, rather than going into extensive detail. Mrs V fell ... (2 pages)View decision -
Decision Reference DRN-4504733
31 Jan 2024 MoneyGram International Limited UpheldBanking and PaymentsDRN-4504733 The complaint Mr P complains MoneyGram International Limited provided him with poor service and unfairly closed his account. What happened The Investigator has set out the circumstances of Mr M’s complaint in detail already so I will only provide a summary of the key points her... (3 pages)View decision -
Decision Reference DRN-4593044
31 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4593044 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost in a scam. What happened Mr C says he and his wife had recently paid around £1,000 to have their car repaired and had found out they were having a third child, which meant their existing c... (4 pages)View decision -
Decision Reference DRN-4149173
31 Jan 2024 Barclays Bank Plc UpheldInvestmentsDRN-4149173 The complaint Mr C and Mrs C complain that Barclays Bank Plc (“Barclays”) failed to provide accurate information about the value of a bond. What happened Mr C and Mrs C held a single premium insurance bond with Canada Life (CL), Barclays were the investment manager, and amongst... (3 pages)View decision -
Decision Reference DRN-4462868
31 Jan 2024 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4462868 The complaint Mr A complains that a car acquired with finance from Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) wasn’t of satisfactory quality. What happened In March 2023 Mr A was supplied with a car and entered into a conditional sale agreem... (3 pages)View decision -
Decision Reference DRN-4592915
31 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4592915 The complaint Mr T complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded him the money he lost in a scam. What happened Mr T is represented in this case but for ease I’ll refer to Mr T throughout my decision. Mr T says that a colleague at work who he’d known for a few months ... (5 pages)View decision -
Decision Reference DRN-4542993
31 Jan 2024 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-4542993 The complaint Mr E and Mrs E have complained about the premium quoted by Royal & Sun Alliance Insurance Limited (RSA) when their home insurance policy was due to renew. As Mr E has mainly dealt with the complaint, for ease, I will normally only refer to him. What happened R... (2 pages)View decision -
Decision Reference DRN-4367511
31 Jan 2024 PayPal (Europe) S. Not upheldBanking and PaymentsDRN-4367511 The complaint Mr V complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) won’t refund money he lost when he fell victim to a scam. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my... (3 pages)View decision -
Decision Reference DRN-4169824
31 Jan 2024 Lendable Ltd Not upheldBanking and PaymentsDRN-4169824 The complaint Mr J complains Lendable Ltd, trading as Zable, blocked and closed his credit card account without explanation. To put things right, Mr J wants Zable to re-open his account, and pay compensation for the distress and inconvenience he’s suffered. What happened In Jan... (3 pages)View decision -
Decision Reference DRN-4592782
31 Jan 2024 Fairmead Insurance Limited UpheldInsuranceDRN-4592782 The complaint Mr S is unhappy Fairmead Insurance Limited (Fairmead) declined a theft claim made under his home insurance policy. What happened Mr S has a home insurance policy underwritten by Fairmead which covers his buildings and contents. Due to the value of two watches, he ... (6 pages)View decision
