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
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Decision Reference DRN-5771298
21 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5771298 The complaint Mr B complains Ageas Insurance Limited (“Ageas”) hasn’t offered to settle his claim on his motor insurance policy fairly as it hasn’t valued his classic van correctly after it was stolen. All references to Ageas include its agents. I understand Mr B has another... (5 pages)View decision -
Decision Reference DRN-5771500
21 Aug 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5771500 The complaint Mr and Mrs C were unhappy when Tesco Underwriting Limited (“Tesco”) declined their claim, when a valuable watch was stolen from their home. Tesco was providing a home insurance policy. What happened Mr C made a claim when his watch was stolen. Mr C recalled tak... (3 pages)View decision -
Decision Reference DRN-5598236
21 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5598236 The complaint Miss B has complained that Zurich Insurance Plc avoided her motor insurance policy. What happened Miss B took out a policy through a broker, who I’ll refer to as P, with Zurich in October 2020. This policy covered a personal vehicle which belonged to Miss B’s p... (5 pages)View decision -
Decision Reference DRN-5748727
21 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5748727 The complaint Mr C complains about receiving unwanted emails from NewDay Ltd, despite having believed to have opted out of receiving such communications. What happened Mr C holds a credit card with NewDay. In April 2025, he received a number of emails, which included topic... (3 pages)View decision -
Decision Reference DRN-5748787
21 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5748787 The complaint Miss R has complained that National Westminster Bank Public Limited Company (NatWest) won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, and I should keep decisions as anonymous as possible,... (3 pages)View decision -
Decision Reference DRN-5494019
21 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5494019 The complaint Mr R complains that Bank of Scotland plc (trading as Halifax) won’t refund payments as a result of a scam. What happened Mr R was the victim of an investment scam. Further to seeing an online advert, he was duped by a fraudster posing as working for a company I... (3 pages)View decision -
Decision Reference DRN-5771380
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771380 The complaint Miss B complains that Monzo Bank Ltd decided not to refund her the money she lost through a scam. Miss B has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened Miss B said that she found out about... (4 pages)View decision -
Decision Reference DRN-5697184
21 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5697184 The complaint Mr M complains about the administration of his credit card by NewDay Ltd, trading as Marbles. What happened Mr M complains about various issues he’s encountered with his NewDay credit card; as I understand it the core matters are, in summary: • “Query” marker... (3 pages)View decision -
Decision Reference DRN-5566901
21 Aug 2025 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5566901 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (HL) caused delays in paying his tax-free cash sum from his Self-Invested Personal Pension (SIPP), which he wanted to reinvest, causing him investment losses and inconvenience. He wants compensati... (3 pages)View decision -
Decision Reference DRN-5686831
21 Aug 2025 Harris Balcombe LLP Not upheldInsuranceDRN-5686831 The complaint E, a limited company, complains that Harris Balcombe LLP (“HB”) has misrepresented the facts of their claim to their insurer and this Service in relation to a commercial insurance policy. Any reference to E or HB will include respective agents and/or representa... (6 pages)View decision
