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 361839 results
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Decision Reference DRN-4670889
21 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4670889 The complaint Mrs N complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) hasn’t refunded her for money she lost to a scam in June 2023. What happened Mrs N holds an account with Virgin Money. In 2023, she explains she was contacted through a messaging a... (6 pages)View decision -
Decision Reference DRN-5357604
21 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5357604 The complaint Mr F complains that Santander UK Plc didn’t treat him fairly when he went into arrears on his mortgage – in particular, that it didn’t make the consequences of arrears clear to him. What happened Mr F has a mortgage with Santander. In 2023, the mortgage began t... (4 pages)View decision -
Decision Reference DRN-5416249
21 Mar 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5416249 The complaint Mr C complains about the quality of a new motorcycle he acquired through a hire purchase agreement (HPA), financed by Billing Finance Limited (Billing). What happened In May 2023, Mr C acquired a new motorcycle through a HPA, financed by Billing. The cash price... (6 pages)View decision -
Decision Reference DRN-5341008
21 Mar 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5341008 The complaint Mr H complains that The Co-operative Bank Plc delayed in dealing with, and gave him wrong information concerning, closure of an old savings account. What happened Mr H had held a savings account with B, a Building Society taken over by Co-op Bank. He had a pass... (2 pages)View decision -
Decision Reference DRN-5362098
21 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5362098 The complaint Mr Z complains that Royal & Sun Alliance Insurance Limited (‘RSA’) declined a claim he made on his home insurance policy for damage caused by a paint spill. What happened Mr Z contacted RSA in September 2024 to make a claim on his home insurance policy. He... (2 pages)View decision -
Decision Reference DRN-5413830
21 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5413830 The complaint Mrs W complains that U K Insurance Limited (“UKI”) unfairly declined a claim under her pet insurance policy. Where I refer to UKI, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backgr... (5 pages)View decision -
Decision Reference DRN-5366142
21 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5366142 The complaint Mrs D complains that Vanquis Bank Limited irresponsibly lent to her. Mrs D is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs D herself. What hap... (2 pages)View decision -
Decision Reference DRN-5090852
21 Mar 2025 WPS ADVISORY Ltd Not upheldPensions and AnnuitiesDRN-5090852 The complaint Mr L complains about the advice he received from WPS Advisory Ltd (WPS) in 2022 not to transfer his preserved defined-benefit (DB) occupational pension scheme to a personal pension arrangement, but to retain it instead. Mr L says the transfer value has since fa... (4 pages)View decision -
Decision Reference DRN-5340826
21 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5340826 The complaint Mr S is unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim against his motor insurance policy. What happened On 25 August 2024, Mr S was unfortunately involved in a car accident and logged a claim the following day. On 3 September 2024, ... (3 pages)View decision -
Decision Reference DRN-5028096
21 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5028096 The complaint Mr S has complained Monzo Bank Ltd failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) scam or recover his funds after it occurred. What happened The background to this complaint is well-known to both parties, so I w... (5 pages)View decision
