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 381082 results
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Decision Reference DRN-5611318
20 Jul 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5611318 The complaint Mr T complains about the way in which British Gas Insurance Limited (BGIL) dealt carried out an annual boiler service and gas safety check. He’s unhappy about the service he received from its engineers. And he complains that BGIL unfairly increased his HomeCare... (6 pages)View decision -
Decision Reference DRN-5497982
20 Jul 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5497982 The complaint Mr L complained about Zurich Insurance Company Ltd’s (“Zurich”) decision to decline his claim for the theft of his motorbike, under his motor insurance policy. Mr L is represented by Ms T. I’ll refer to Mr L in my decision for ease. What happened Mr L’s motorbi... (3 pages)View decision -
Decision Reference DRN-5363395
19 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5363395 The complaint Mr M is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel investment scam. After responding to an advert he saw on social media ... (5 pages)View decision -
Decision Reference DRN-5421500
18 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5421500 The complaint A complaint has been brought by the director of a limited company, which I’ll refer to as “P”, that U K Insurance Limited trading as NIG Insurance (“UKI”) unfairly declined P’s claim and subsequently avoided P’s policy due to a misrepresentation. What happened ... (4 pages)View decision -
Decision Reference DRN-5677349
18 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5677349 The complaint Mr D complains about Advantage Insurance Company Limited (“Hastings Direct”) for declining his claim for damage caused by an escape of water. He wants Hastings Direct to settle his claim and pay for the damage. What happened Mr D insured his home with Hastings ... (3 pages)View decision -
Decision Reference DRN-5343440
18 Jul 2025 Bluestone Mortgages Limited Not upheldMortgagesDRN-5343440 The complaint Mr and Mrs G complain that Bluestone Mortgages Limited treated them unfairly when they fell behind with their mortgage payments. Mr G has dealt with the complaint. What happened Mr and Mrs G took out a mortgage in 2022. The mortgage fell into arrears in late 20... (4 pages)View decision -
Decision Reference DRN-5696236
18 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5696236 The complaint Mr Y has complained about Monzo not refunding several payments he says he made and lost to scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary Mr Y says he made payments to differ... (4 pages)View decision -
Decision Reference DRN-5044197
18 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5044197 The complaint The Estate of Mr D complains that The Co-Operative Bank Plc (‘Co-op’) declined to refund over £12,000 which they say was lost as the result of a fraud or theft. What happened This complaint has been brought by Mr J, an executor of the Estate of Mr D. Mr J said ... (4 pages)View decision -
Decision Reference DRN-5457089
18 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5457089 The complaint Mr D complains Monzo Bank Ltd is holding him liable for payments which he didn’t authorise – and has closed his account. What happened Mr D reports that, around 3am on 31 October 2024, he had been on a night out with friends and was outside the venue by himself... (3 pages)View decision -
Decision Reference DRN-5584685
18 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5584685 The complaint Mr A complains that Kroo Bank Ltd (‘Kroo’) declined to refund a series of transactions totalling over £15,000 which he says he did not make or otherwise authorise. What happened The details of this complaint are well-known by both parties, so I will not go int... (5 pages)View decision
