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-5384402
10 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5384402 The complaint Ms H complains Black Horse Limited (Black Horse) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In March 2022, Ms H entered into a 49 month car finance agreement for a used car. The car’s cash price ... (7 pages)View decision -
Decision Reference DRN-5372267
10 Mar 2025 RAC Insurance Limited UpheldInsuranceDRN-5372267 The complaint Mrs F complains that RAC Insurance Limited declined a claim on her legal expenses insurance policy. Where I refer to RAC Insurance Limited, this includes its agents and claims handlers acting on its behalf. What happened Mrs F made a claim on her policy to cove... (4 pages)View decision -
Decision Reference DRN-5321339
10 Mar 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5321339 The complaint Mr M complains about a store card account he has with Home Retail Group Card Services Limited (HRGCSL). Mr M is unhappy about certain products he has bought using the card/account and refers to items being faulty and dangerous. Mr M has also referred to the way... (3 pages)View decision -
Decision Reference DRN-5274384
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5274384 The complaint Ms P and Mr T are complaining about the way Royal & Sun Alliance Insurance Limited (RSA) has handled a subsidence claim they made on their buildings insurance policy. Mr T has largely acted on behalf of Ms P and Mr T throughout the claim and complaint. RSA ... (3 pages)View decision -
Decision Reference DRN-5274379
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5274379 The complaint Ms P and Mr T are complaining about the way Royal & Sun Alliance Insurance Limited (RSA) handled their buildings insurance policy after it settled a claim for damage to their conservatory. Mr T has largely acted on behalf of Ms P and Mr T throughout the cla... (3 pages)View decision -
Decision Reference DRN-4538560
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4538560 The complaint Mr J complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in January and February... (9 pages)View decision -
Decision Reference DRN-5223847
10 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5223847 The complaint Miss S complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss S had an account with Monzo. On 22 June 2024, she received £15... (3 pages)View decision -
Decision Reference DRN-5089049
10 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5089049 The complaint Mr C has complained about the way Santander UK Plc dealt with his request for money back. What happened In November 2022 Mr C paid around £1,600 for dental aligner treatment from a company I’ll call “S” using his Santander debit card through an electronic mone... (4 pages)View decision -
Decision Reference DRN-5382532
10 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5382532 The complaint Mr L complains that Nationwide Building Society hasn’t refunded a payment he made. What happened In July 2024, Mr L purchased an inflatable catamaran from a seller on an online marketplace. The catamaran cost £649.95 including postage. Mr L said the catamaran w... (5 pages)View decision -
Decision Reference DRN-5384143
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5384143 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited’s treated him unfairly after a claim on his motor insurance. What happened Mr C had a motor insurance policy with Admiral. In August 2023, he was involved in a road accident which damaged his car. He mad... (4 pages)View decision
