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 370903 results
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Decision Reference DRN-5321339
10 Mar 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5321339 The complaint Mr M complains about a store card account he has with Home Retail Group Card Services Limited (HRGCSL). Mr M is unhappy about certain products he has bought using the card/account and refers to items being faulty and dangerous. Mr M has also referred to the way... (3 pages)View decision -
Decision Reference DRN-5274384
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5274384 The complaint Ms P and Mr T are complaining about the way Royal & Sun Alliance Insurance Limited (RSA) has handled a subsidence claim they made on their buildings insurance policy. Mr T has largely acted on behalf of Ms P and Mr T throughout the claim and complaint. RSA ... (3 pages)View decision -
Decision Reference DRN-5274379
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5274379 The complaint Ms P and Mr T are complaining about the way Royal & Sun Alliance Insurance Limited (RSA) handled their buildings insurance policy after it settled a claim for damage to their conservatory. Mr T has largely acted on behalf of Ms P and Mr T throughout the cla... (3 pages)View decision -
Decision Reference DRN-4538560
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4538560 The complaint Mr J complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in January and February... (9 pages)View decision -
Decision Reference DRN-5223847
10 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5223847 The complaint Miss S complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss S had an account with Monzo. On 22 June 2024, she received £15... (3 pages)View decision -
Decision Reference DRN-5089049
10 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5089049 The complaint Mr C has complained about the way Santander UK Plc dealt with his request for money back. What happened In November 2022 Mr C paid around £1,600 for dental aligner treatment from a company I’ll call “S” using his Santander debit card through an electronic mone... (4 pages)View decision -
Decision Reference DRN-5382532
10 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5382532 The complaint Mr L complains that Nationwide Building Society hasn’t refunded a payment he made. What happened In July 2024, Mr L purchased an inflatable catamaran from a seller on an online marketplace. The catamaran cost £649.95 including postage. Mr L said the catamaran w... (5 pages)View decision -
Decision Reference DRN-5384143
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5384143 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited’s treated him unfairly after a claim on his motor insurance. What happened Mr C had a motor insurance policy with Admiral. In August 2023, he was involved in a road accident which damaged his car. He mad... (4 pages)View decision -
Decision Reference DRN-5301961
10 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5301961 The complaint Ms H complains that Bank of Scotland plc trading as Halifax has allowed an unknown third- party or staff member to steal her identity and tamper with her account. She has raised a disputed transaction and is unhappy at the way Halifax have treated her after she... (3 pages)View decision -
Decision Reference DRN-5124161
10 Mar 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5124161 The complaint Miss P has complained about a loan Loans 2 Go Limited provided to her. She says the loan was unaffordable and therefore shouldn’t have been given to her. She’s also unhappy about the interest rate she’s been charged. What happened In July 2023 Miss P applied o... (3 pages)View decision
