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 360982 results
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Decision Reference DRN-5105373
31 Dec 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5105373 The complaint Mr and Mrs P complain that they were mis-sold their packaged bank account with The Royal Bank of Scotland plc (RBS). What happened In 2022 Mr and Mrs P complained to RBS that they were mis-sold their packaged bank account (PBA). Specifically, they said they ha... (5 pages)View decision -
Decision Reference DRN-5174016
31 Dec 2024 Nationwide Building Society Not upheldMortgagesDRN-5174016 The complaint Mr A complains that a surveyor engaged by Nationwide Building Society acted inappropriately when valuing a property that Mr A intended to buy. What happened Mr A, a first time buyer, applied for a mortgage with Nationwide. Nationwide engaged a surveyor to value... (2 pages)View decision -
Decision Reference DRN-5168805
31 Dec 2024 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5168805 The complaint Mr R complains that Home Retail Group Card Services Limited was irresponsible in its lending to him. He wants all interest, fees and charges refunded along with interest and any adverse information removed from his credit file. Mr R is represented by a third pa... (3 pages)View decision -
Decision Reference DRN-5109736
31 Dec 2024 HSB Engineering Insurance Limited Not upheldInsuranceDRN-5109736 The complaint L and D’s complaint is about a claim they made on their HSB Engineering Insurance Limited (‘HSB’) construction insurance policy, which HSB declined. L and D say that HSB treated them unfairly when declining their claim. L and D is helped by a representative in ... (3 pages)View decision -
Decision Reference DRN-5084099
31 Dec 2024 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5084099 The complaint Mr O’s complaint is about the handling of a claim he made on his Royal & Sun Alliance Insurance Limited (‘RSA’) property owner’s insurance policy. Mr O says RSA treated him unfairly. What happened Mr O’s tenant made two claims against him; one for disrepair... (3 pages)View decision -
Decision Reference DRN-4770975
31 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4770975 The complaint Ms B complains that Monzo Bank Ltd registered a fraud prevention marker against her without due cause. What happened In April 2023, Ms B received three payments into her account totalling £820. The funds were then quickly withdrawn from an ATM and transferred o... (3 pages)View decision -
Decision Reference DRN-5230603
31 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5230603 The complaint A company, which I’ll refer to as B, complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund a disputed transaction made from their account. Mr D, who is a director of B, brings the complaint on B’s behalf. What happened B had an account with... (3 pages)View decision -
Decision Reference DRN-4957031
30 Dec 2024 U K Insurance Limited Not upheldInsuranceDRN-4957031 The complaint Mr T complains that U K Insurance Limited trading as Churchill Insurance (“UKI”) unfairly declined his claims for storm damage. What happened In October 2023, Mr T made a claim under his building insurance policy with UKI, when he became aware of damage to his ... (3 pages)View decision -
Decision Reference DRN-5164139
30 Dec 2024 Aviva Insurance Limited Not upheldInsuranceDRN-5164139 The complaint Ms B, Mr B and Mrs M complain Aviva Insurance Limited handled a property insurance claim poorly. Ms B, Mr B and Mrs M are all complainants as trustees. Ms B is the occupant of the insured property. So I’ve generally only referred to her below. Mr B has represe... (3 pages)View decision -
Decision Reference DRN-5151456
30 Dec 2024 AXA PPP Healthcare Limited UpheldInsuranceDRN-5151456 The complaint Mrs N is unhappy with the service she received from AXA PPP Healthcare Limited (‘AXA’). She has complained about delays and errors in authorising treatment, incorrectly declining a claim and the general handling of her claim. What happened Mrs N has a private ... (4 pages)View decision
