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-4494819
25 Jan 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4494819 The complaint Mr G complains Revolut Ltd provided poor customer service in relation to a transaction and a complaint. What happened Mr G made a transaction to sell some cryptocurrency. But noted the entire amount had been sold instead. He contacted Revolut via its online app ch... (2 pages)View decision -
Decision Reference DRN-4569497
25 Jan 2024 Barclays Bank UK PLC UpheldMortgagesDRN-4569497 The complaint Mr N complains Barclays Bank UK PLC (Barclays) incorrectly reported adverse information to credit reference agencies. Mr N says this prevented him from obtaining borrowing with a third party (Lender A). What happened Mr N held a Mortgage Current Account (MCA) with... (5 pages)View decision -
Decision Reference DRN-4581465
25 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4581465 The complaint Miss K complains that Santander UK Plc (‘Santander’) won’t refund the money she lost. What happened Miss K says she entered into an agreement with a builder to complete substantial work on her property. The builder asked to be paid in advance and Miss K made faste... (2 pages)View decision -
Decision Reference DRN-4143121
25 Jan 2024 Pension Insurance Corporation plc UpheldPensions and AnnuitiesDRN-4143121 The complaint Mr S isn’t happy that he’s being paid the correct pension by Pension Insurance Corporation plc (PIC). Mr S also says he’s been disadvantaged as PIC removed money from that part of his pension that increases annually. What happened I issued a provisional decision o... (12 pages)View decision -
Decision Reference DRN-4581116
25 Jan 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-4581116 The complaint Mrs F and her son, Mr F, complain about the way Royal & Sun Alliance Insurance Limited (RSA) handled a claim under a Motability insurance policy. Because Mrs F has been leading on this complaint, I’ve referred to her throughout my decision. What happened The c... (3 pages)View decision -
Decision Reference DRN-4561139
25 Jan 2024 AXA Insurance UK Plc Not upheldInsuranceDRN-4561139 The complaint Mr and Mrs N are unhappy with the settlement AXA Insurance UK Plc (AXA) offered for their stolen watch. Mr and Mrs N had buildings and contents insurance underwritten by AXA. The policy was in joint names but, for ease of reading, I’ll refer mainly to Mr N through... (4 pages)View decision -
Decision Reference DRN-4473410
25 Jan 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4473410 The complaint Mr A complains that Monzo Bank Ltd won’t refund over £12,000 he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr A fell victim to a fake job scam after he was contacte... (3 pages)View decision -
Decision Reference DRN-4530888
25 Jan 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4530888 The complaint Mr S says Santander UK PLC (“Santander”) failed to refund him for several transactions on his account which he says he wasn’t responsible for. What happened Mr S says he was abroad on holiday when he believes his drink was spiked while on a night out. He says seve... (2 pages)View decision -
Decision Reference DRN-4436051
25 Jan 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4436051 The complaint Ms K complains that American Express Services Europe Limited (AESEL) gave her inaccurate information during a live chat session, which led to her making payments to a scammer. What happened On 12 October 2022 Ms K AESEL account details were compromised after she f... (2 pages)View decision -
Decision Reference DRN-4391059
25 Jan 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4391059 The complaint Ms K is unhappy that Lloyds Bank Plc won’t reimburse her for the money she lost when she fell victim to a scam. What happened Ms K fell victim to a safe account scam. Her details were compromised via a phishing text, Ms K realised what had happened straight away a... (4 pages)View decision
