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 367928 results
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Decision Reference DRN-5402116
20 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5402116 The complaint Mr H is unhappy with National Westminster Bank Plc. Mr H was trying to arrange an international transfer to reach his sister abroad. He said he encountered unjustified restrictions, poor service, lengthy delays, and inadequate explanations. What happened Mr H ... (3 pages)View decision -
Decision Reference DRN-5332940
20 May 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5332940 The complaint Mr O complains that Watford Insurance Company Europe Limited (Watford) unfairly cancelled two motor insurance policy he took out with it. Reference to Watford includes its agents. What happened Mr O took out a policy with Watford via a broker I’ll call B. Short... (3 pages)View decision -
Decision Reference DRN-5524619
20 May 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5524619 The complaint Mr C has complained that his car insurance premium increased after AA Underwriting Insurance Company Limited (AAUICL) added a non-fault claim to his policy. What happened Mr C’s car was damaged by a fallen tree in April 2024. AAUICL has recorded the incident as... (2 pages)View decision -
Decision Reference DRN-5271047
20 May 2025 esure Insurance Limited Not upheldInsuranceDRN-5271047 The complaint Mr F complains about how his insurer, esure Insurance Limited (esure) valued his vehicle as a total loss following an accident. Any reference to esure in this decision includes their agents. What happened In August 2024 Mr F’s vehicle was involved in an accid... (5 pages)View decision -
Decision Reference DRN-5090775
20 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5090775 The complaint Mr and Mrs M complain that Monzo Bank Ltd hasn’t reimbursed the money they’ve lost to a scam. What happened Mr and Mrs M have fallen victim to a purchase scam. They found a vehicle they wanted to buy on a popular online marketplace. The total cost for the vehic... (3 pages)View decision -
Decision Reference DRN-5572016
20 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5572016 The complaint Mr R is unhappy that Monzo Bank Ltd won’t refund money he lost from a scam. What happened In mid-June 2024, Mr R received a text message with a passcode supposedly from Monzo, which asked him to call a number if he hadn’t requested it. Mr R did this and spoke w... (3 pages)View decision -
Decision Reference DRN-5518932
20 May 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5518932 The complaint Mr B complains that Tradex Insurance Company PLC (“Tradex”) declined a claim for the loss of his laptop computer under his household insurance policy. What happened Mr B had a household insurance policy with Tradex covering his home and belongings. He had a lap... (3 pages)View decision -
Decision Reference DRN-5564714
20 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5564714 The complaint Mr B complains that Revolut Ltd won’t refund money he lost when he was a victim of an impersonation scam. Mr B is being represented, however for ease I’ll refer to Mr B throughout my decision. What happened The background to this complaint is well known to bo... (9 pages)View decision -
Decision Reference DRN-5463014
20 May 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5463014 The complaint Mrs G and Mr G complain about the amount Advantage Insurance Company Limited (‘Advantage’) agreed to pay on a claim made on their home insurance policy. What happened In October 2024, Mrs G and Mr G’s car was stolen from their front drive. At the time, the car... (3 pages)View decision -
Decision Reference DRN-5544916
20 May 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5544916 The complaint Mr S is unhappy that Legal and General Assurance Society Limited (L&G) declined the claim on his income protection policy. What happened Mr S is a member of his employer’s group income protection policy. The policy pays a benefit under certain circumstances... (3 pages)View decision
