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
-
Decision Reference DRN-5634573
3 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5634573 The complaint Mr and Mrs W complain that Accredited Insurance (Europe) Ltd (AI) has turned down a storm damage claim they made on their home insurance policy. What happened In December 2024, following strong winds, Mr and Mrs W noticed their roof had been damaged. They conta... (3 pages)View decision -
Decision Reference DRN-5602036
3 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5602036 The complaint Mr A complains that Nationwide Building Society won’t refund to him the money that he paid for a music keyboard. What happened Mr A used his Nationwide debit card in December 2024 to pay £2,850 for a music keyboard but he says that a different keyboard to the o... (3 pages)View decision -
Decision Reference DRN-5652560
3 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5652560 The complaint Mr M has complained about TSB’s actions in relation to an overdraft facility he held with it. Mr M says this matter has caused him significant distress and it has impacted his mental health. What happened Mr M has held a Student Account with TSB since Septemb... (5 pages)View decision -
Decision Reference DRN-5136973
3 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5136973 The complaint Mrs M complains about the quality of a car she acquired under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). When I refer to what Mrs M has said and what Moneybarn have said, it should also be taken to include things said on their behal... (5 pages)View decision -
Decision Reference DRN-5321998
3 Jul 2025 Shackleton Advisers Limited Not upheldPensions and AnnuitiesDRN-5321998 The complaint Mr C complains that some advice he received from Shackleton Advisers Limited (“Shackleton”) about making additional contributions to his pension savings was unsuitable. What happened Mr C is a client of Shackleton and uses the firm to provide him with financial... (3 pages)View decision -
Decision Reference DRN-5523629
3 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5523629 The complaint Mr W complains about an additional premium he was charged by U K Insurance Limited (‘UKI’) after he changed the vehicle on his policy. What happened Mr W held car insurance provided by UKI. His policy renewed on 5 December 2023 with an annual premium of £301.0... (3 pages)View decision -
Decision Reference DRN-5491232
3 Jul 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5491232 The complaint Mr W & Ms W on behalf of the estate (The Estate) of Mr W (Mr W) complained that Zurich Assurance Plc declined a claim and then avoided Mr W’s life and critical illness policy. Throughout the claim and complaint process, The Estate have had a representative... (3 pages)View decision -
Decision Reference DRN-5344041
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5344041 The complaint Mr L complains that Monzo Bank Ltd closed his bank account. What happened Mr L had an account with Monzo. On 26 June 2024, Monzo closed Mr L’s account. Mr L wants to know why Monzo did this. He’s also says he’s unhappy that Monzo didn’t let him talk about thing... (2 pages)View decision -
Decision Reference DRN-5661836
3 Jul 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5661836 The complaint Mr M complains that Barclays Bank UK PLC misled him about his monthly payments when he took out a new product for his buy to let mortgage. What happened Mr M has a buy to let mortgage with Barclays on an interest only basis. His interest rate product was due to... (3 pages)View decision -
Decision Reference DRN-5629196
3 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5629196 The complaint Mrs D and Mr D complain Advantage Insurance Company Limited (Advantage) didn’t follow a proper and considered process when a claim was made on Mr D’s motor insurance policy and it unfairly and prematurely accepted liability for the incident. Mr D is the policy... (3 pages)View decision
