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 123656 results
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Decision Reference DRN-5576805
10 Jul 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5576805 The complaint Miss M complains about charges applied by Somerset Bridge Insurance Services Limited (‘Somerset Bridge’) after her car insurance policy was cancelled. What happened In November 2024, Miss M took out a car insurance policy through a price comparison website wit... (3 pages)View decision -
Decision Reference DRN-5683344
10 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5683344 The complaint A company, which I’ll refer to as T, complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the funds it lost to a scam. Mr L, who is a director of T, brings the complaint on T’s behalf. As Mr L fell victim to the scam, for ease I have referred to him through... (5 pages)View decision -
Decision Reference DRN-5618592
10 Jul 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5618592 The complaint Mr J complains about the manner in which Fortegra Europe Insurance Company Ltd (Fortegra) handled a claim on his breakdown assistance insurance policy. Reference to Fortegra includes its agents which handled Mr J’s claim. What happened There were a number of in... (3 pages)View decision -
Decision Reference DRN-5563205
10 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5563205 The complaint Mr B complains Advantage Insurance Company Limited (‘Advantage’) unfairly caused him to have to cancel his car insurance policy and about the resulting fees from this. What happened Mr B held a car insurance policy provided by Advantage. His policy most recent... (3 pages)View decision -
Decision Reference DRN-5587835
10 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5587835 The complaint Mr and Mrs S complain about how Royal & Sun Alliance Insurance Limited (“RSA”) has handled their home insurance claim. RSA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As RSA has accepted it ... (3 pages)View decision -
Decision Reference DRN-5167238
10 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5167238 The complaint Ms M is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. Ms M has brought her complaint with the assistance of a professional representative. For ease I’ll refer to their submissions as being from Ms M. What happened In early 2023 Ms M was app... (6 pages)View decision -
Decision Reference DRN-5585726
10 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5585726 The complaint Mr I complains HSBC UK Bank Plc didn’t do enough to protect him when he fell victim to a job scam, which led to him losing money. What happened The background to this complaint is familiar to both parties, so I’ll only summarise the key events here. In Septembe... (3 pages)View decision -
Decision Reference DRN-5637145
10 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5637145 The complaint Mr D is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In September 2024 Mr D was travelling home from work when he received a call from his bank (‘A’). They said someone had tried to take a payment from his bank account using h... (5 pages)View decision -
Decision Reference DRN-5241216
10 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5241216 The complaint Mr C complains about the quality of a used car that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited (BMWFS). What happened In December 2023, Mr C acquired a used car which was financed by BMWFS. The car was around nine mo... (4 pages)View decision -
Decision Reference DRN-5655848
10 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5655848 The complaint Mrs P has complained on behalf of the estate of Mr P that esure Insurance Limited failed to pay him the market value of his car under his motor policy when it was written off following an accident. The late Mr P very sadly died in December 2024, before our inv... (5 pages)View decision
