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-5360207
19 Mar 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5360207 The complaint Mr S has complained that Red Sands Insurance Company (Europe) Limited unfairly and unreasonably refused pay his claim for vet fees for his dog under his pet policy. References to Red Sands includes all its agents. What happened Mr S insured his dog with Red S... (3 pages)View decision -
Decision Reference DRN-5069895
19 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5069895 The complaint X complains about the way Nationwide Building Society handled his claims arising from a dispute with an airline. Because he paid the airline using his Nationwide credit card, he says that he has a claim against it. What happened In April 2023 X and his wife wer... (3 pages)View decision -
Decision Reference DRN-5409202
19 Mar 2025 Clydesdale Bank Plc UpheldInvestmentsDRN-5409202 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money failed to give an explanation in timely manner to a query he had regarding a transaction on his stocks and shares ISA. What happened Mr D has a stocks and shares ISA with Virgin Money. Mr D called ... (3 pages)View decision -
Decision Reference DRN-4554582
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4554582 The complaint Mr H complains that Revolut Ltd won’t refund him money he lost in an investment scam. Mr H is represented by a professional third-party representative, but I’ll refer just to Mr H for ease of reading. What happened I’ve summarised what I think are the key eve... (5 pages)View decision -
Decision Reference DRN-5399631
19 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5399631 The complaint Ms M has complained about the way Domestic & General Insurance Plc (“D&G”) handled a claim she made under a warranty for her oven. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Ms M had a warranty to cover her ... (3 pages)View decision -
Decision Reference DRN-5396741
19 Mar 2025 Simpson and Parsons (Insurance Consultants) Limited UpheldInsuranceDRN-5396741 The complaint A limited company, that I’ll refer to as N, has complained that it was mis-sold a business insurance policy by Simpson and Parsons (Insurance Consultants) Limited. Mrs T, as one of the directors of N, has brought the complaint on its behalf. What happened N i... (8 pages)View decision -
Decision Reference DRN-5077039
19 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5077039 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost after he fell victim to a scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to repeat these in detail here. However, I’ll prov... (4 pages)View decision -
Decision Reference DRN-5406150
19 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5406150 The complaint Mr S has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd (‘Zurich’) personal pension to a small self-administered scheme (‘SSAS’) in 2014. Mr S’s SSAS was subsequently used to invest in an overseas propert... (16 pages)View decision -
Decision Reference DRN-5396824
19 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5396824 The complaint Mr W complains about how Aviva Insurance Limited (“Aviva”) handled a claim he made on his buildings insurance policy following an escape of water. What happened The details of this complaint are well known to both parties, so I won’t repeat them... (7 pages)View decision -
Decision Reference DRN-5409116
19 Mar 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5409116 The complaint Mr and Mrs T are unhappy with the way that Haven Insurance Company Limited settled a claim under their home insurance policy for damage caused by a water leak. What happened On 6 September 2024 Mr and Mrs T made a claim to Haven after a water leak from a bathr... (4 pages)View decision
