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 121478 results
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Decision Reference DRN-5242715
23 Jan 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5242715 The complaint Mr R complains that Barclays Bank UK PLC failed to make reasonable adjustments by not sending him his mortgage offer and supporting documents in braille. Mr R says that as a result, he was unaware of the mortgage terms, and this impacted his ability to secure a... (5 pages)View decision -
Decision Reference DRN-5266949
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5266949 The complaint Miss K complains that Monzo Bank Ltd hasn’t reimbursed her under the Contingent Reimbursement Model (“CRM”) code for payments she made due to a romance scam. What happened Miss K met someone online I’ll call ‘Z’ and from January 2023 was persuaded to send them ... (4 pages)View decision -
Decision Reference DRN-5239742
23 Jan 2025 Covea Insurance plc UpheldInsuranceDRN-5239742 The complaint Mr B complains about Covea Insurance plc’s handling of his car insurance claim. What happened Mr B had a car insurance policy with Covea, and in June 2023, he made a claim for theft of his car. In August 2023 the car was recovered and Covea deemed it a category... (2 pages)View decision -
Decision Reference DRN-5281206
23 Jan 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5281206 The complaint Mr H complains that National Westminster Bank Plc was irresponsible in its lending to him. He wants his debt repayments refunded. What happened Mr H applied for a £18,250 loan from NatWest on 29 October 2021. He said at the time he already had a lot of other un... (4 pages)View decision -
Decision Reference DRN-4400819
23 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4400819 The complaint Mr Y complains that Monzo Bank Ltd hasn’t refunded any of the money he lost when he fell victim to an investment scam. What happened In mid-2022, Mr Y says he received an email that appeared to be from a friend. This discussed an investment in cryptocurrency, ... (5 pages)View decision -
Decision Reference DRN-5281034
23 Jan 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5281034 The complaint Mr D complains about the way Royal & Sun Alliance Insurance Limited (RSA) handled an escape of water claim under a buildings insurance policy. What happened I issued a provisional decision on 8 January 2025 which set out the following: “What I’ve provisiona... (3 pages)View decision -
Decision Reference DRN-5221205
23 Jan 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5221205 The complaint Miss F complains that Astrenska Insurance Limited voided her travel insurance policy and declined to pay her claim for her child’s medical costs. What happened Miss F took out an annual multi-trip travel insurance policy on 27 October 2022 through a seller. Th... (16 pages)View decision -
Decision Reference DRN-5236175
23 Jan 2025 James Hay Administration Company Ltd UpheldPensions and AnnuitiesDRN-5236175 The complaint Mr S complains that James Hay Administration Company Ltd (“JHAC”) failed to complete the transfer of his pension savings to another provider in a timely manner. What happened Mr S held pension savings that were administered by JHAC. His pension savings were inv... (5 pages)View decision -
Decision Reference DRN-5275066
23 Jan 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5275066 The complaint Mr H is unhappy with the repairs Admiral Insurance (Gibraltar) Limited (Admiral) carried out on his vehicle under his motor insurance policy. What happened In January 2024 Mr H was unfortunately involved in an accident and so submitted a claim to his motor insu... (3 pages)View decision -
Decision Reference DRN-5280930
23 Jan 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5280930 The complaint Mr C complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved four loan applications he made between 2019 and 2023. What happened The background to this complaint and my initial conclusions were set out in a provisional... (4 pages)View decision
