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 124111 results
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Decision Reference DRN-5756271
29 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5756271 The complaint Mr S complains about AWP P&C S.A.’s decision to decline a claim for repairs under his motor warranty policy. What happened Mr S has an extended motor warranty, provided by AWP P&C S.A., purchased when the manufacturer’s warranty on his vehicle expired. ... (2 pages)View decision -
Decision Reference DRN-5587050
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5587050 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t done enough to support him with his gambling problem. He’d like a refund of the transactions he made in February 2025, along with compensation. What happened Mr Y holds a current account with Monzo Bank Ltd. In... (3 pages)View decision -
Decision Reference DRN-5756004
29 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5756004 The complaint Mr and Mrs B complain that AXA Insurance UK Plc (‘AXA’) declined a claim for storm damage made on their home insurance policy. What happened Mr and Mrs B returned to their home in September 2024 following a holiday to find it had suffered water damage includin... (5 pages)View decision -
Decision Reference DRN-5776840
29 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5776840 The complaint Miss H has complained about Royal & Sun Alliance Insurance Limited. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy and the poor service she received. What happened Miss H ma... (3 pages)View decision -
Decision Reference DRN-5783113
29 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5783113 The complaint Miss A is unhappy with how TSB Bank Plc have engaged with her in relation to her credit card account. What happened I issued my provisional decision to both parties explaining why I thought Miss A’s complaint should be upheld and invited both parties to provid... (7 pages)View decision -
Decision Reference DRN-5734724
29 Aug 2025 Academy Insurance Services Limited UpheldInsuranceDRN-5734724 The complaint W, a limited company, complains about what Academy Insurance Services Limited did at the sale and renewal of its property owner’s insurance policy. What happened W is a residents association which manages an area of land. It has had insurance arranged through A... (3 pages)View decision -
Decision Reference DRN-5385209
29 Aug 2025 Freetrade Limited UpheldInvestmentsDRN-5385209 The complaint Mr A held 708 Polymetal Plc shares in Freetrade Limited’s (‘Freetrade’) nominee account. After the shares were delisted from the London Stock Exchange (‘LSE’) Mr A complained that Freetrade didn’t advise on a process to transfer the shares or what options were ... (5 pages)View decision -
Decision Reference DRN-5361614
29 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5361614 The complaint Mr and Mrs T complain that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) unfairly closed their account and withheld their account balance. Mr and Mrs T are also unhappy with how Virgin Money handled their personal information and the service they ... (6 pages)View decision -
Decision Reference DRN-5783055
29 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5783055 The complaint Mr and Mrs G have complained about their commercial vehicle insurer West Bay Insurance Plc regarding a claim they made when their pick-up van was stolen. What happened Mr and Mrs G’s pick up was stolen in mid-May 2024, with a claim being made to West Bay by th... (5 pages)View decision -
Decision Reference DRN-5782808
28 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5782808 The complaint Mr B complains that Revolut declined to refund him £2,000 which he lost as a result of a scam. He is also unhappy that Revolut registered a Cifas marker against his name without due cause. What happened The circumstances of this complaint are well-known to both... (5 pages)View decision
