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 369228 results
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Decision Reference DRN-5288018
13 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5288018 The complaint Mr W has complained that Nationwide Building Society (“Nationwide”) refused to pay a Cheque issued in Euros into his current account. Mr W is also unhappy with how the staff members spoke to him about the matter. What happened Mr W went to a Nationwide branch t... (3 pages)View decision -
Decision Reference DRN-5287882
13 Feb 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5287882 The complaint Mr D is unhappy Ageas Insurance Limited (Ageas) declined a claim made under his contents insurance policy. What happened In July 2024 Mr D called Ageas to say some jewellery had been stolen from his home. He said he thought the jewellery had been taken by his ... (2 pages)View decision -
Decision Reference DRN-4866074
13 Feb 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-4866074 The complaint Miss D complains about the quality of a used car she acquired through a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (‘Northridge’). Miss D says the car developed a fault with the gearbox a relatively short time after she ac... (5 pages)View decision -
Decision Reference DRN-5296030
13 Feb 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5296030 The complaint Mr S complains about First Central Insurance Management Limited (“FCI”) and the cancellation of his motor insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in de... (4 pages)View decision -
Decision Reference DRN-5102051
13 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5102051 The complaint Mr B is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to a cruel job scam. He was approached by somebody on WhatsApp and offered ... (9 pages)View decision -
Decision Reference DRN-4999087
12 Feb 2025 Virgin Money Unit Trust Managers Ltd Not upheldPensions and AnnuitiesDRN-4999087 The complaint Mr A complains that Virgin Money Unit Trust Managers Ltd (Virgin Money) will not provide an indemnity for a bank to reclaim the funds alleged to have been fraudulently transferred in 2012. What happened The history leading up to this complaint is well known to... (2 pages)View decision -
Decision Reference DRN-5291254
12 Feb 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5291254 The complaint Mrs W is unhappy her claim for storm damage to her chimney has been declined by Royal & Sun Alliance Insurance Limited (“RSA”) under her home insurance policy. Mrs W had representation for her complaint, but for ease and simplicity, I’ll only refer to Mrs W... (3 pages)View decision -
Decision Reference DRN-5280339
12 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5280339 The complaint Mr K complains that Admiral Insurance (Gibraltar) Limited should give him a refund of premium for his van insurance policy. What happened The subject matter of the insurance was a van, first registered in late 2009. By about April 2022, Mr K had acquired the ... (4 pages)View decision -
Decision Reference DRN-4964429
12 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4964429 The complaint Mr Y complains that Monzo Bank blocked and closed his account in February 2024 without explanation. He says this caused him panic and impacted his mental health. He would like his Monzo account to be re-opened and to be paid compensation for the time he spent t... (3 pages)View decision -
Decision Reference DRN-5274350
12 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5274350 The complaint Mrs P complains that BMW Financial Services (GB) Limited won’t transfer to her husband the hire purchase agreement that she entered into to pay for a car. Her husband is representing her in this complaint. What happened Mrs P entered into a hire purchase agreem... (3 pages)View decision
