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 128535 results
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Decision Reference DRN-5397773
14 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5397773 The complaint Mr B is unhappy that Advantage Insurance Company Limited (“Advantage”) unfairly declined his claim for damage following a leak. Advantage was providing a home insurance policy. What happened Mr B walked into his home to find a significant leak by his sink had c... (3 pages)View decision -
Decision Reference DRN-4755875
14 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4755875 The complaint Mr G complains that National Westminster Bank Plc (“NatWest”) hasn’t refunded him after he fell victim to an investment scam. What happened Mr G was searching for investment opportunities and came across a business I’ll call “S”. S was offering fixed-rate bonds... (4 pages)View decision -
Decision Reference DRN-5386665
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5386665 The complaint Mrs B complains that Revolut Ltd won’t refund several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mrs B watched a video on social m... (9 pages)View decision -
Decision Reference DRN-5382328
14 Mar 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5382328 The complaint Mr W has complained that Zopa Bank Limited (“Zopa”) irresponsibly provided a loan to him which he couldn’t afford to repay. What happened Zopa advanced Mr W a loan of £8,000 in November 2023. The loan had an APR of 13.9% and Mr W had to pay £2,311.37 worth of ... (5 pages)View decision -
Decision Reference DRN-5378978
14 Mar 2025 Willson Grange Limited UpheldInvestmentsDRN-5378978 The complaint Mrs T has complained several complaint points about the advice and service she received from Willson Grange Limited (‘WG’). Mrs T says her accounts weren’t monitored and WG sold shares without her permission to pay fees. She would like the management fees repai... (9 pages)View decision -
Decision Reference DRN-5176601
14 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5176601 The complaint Mr C complains about the handling of repayment of a loan he had with National Westminster Bank Plc. What happened Mr C held various accounts with NatWest – including a current account and a loan. But in August 2021 the bank wrote to him to say that they’d be c... (3 pages)View decision -
Decision Reference DRN-5394655
14 Mar 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5394655 The complaint Mr D complains that the goods he was supplied with under a fixed sum loan provided by Telefonica UK Limited trading as O2 (“Telefonica”) were not of satisfactory quality. He also complains that Telefonica unfairly declined his request to withdraw from the agree... (6 pages)View decision -
Decision Reference DRN-5393798
14 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5393798 The complaint Mr B complains Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCF) supplied him with a car that he believes wasn’t of satisfactory quality. What happened In March 2023, Mr B entered into a 49 month conditional sale agreement for a used car.... (5 pages)View decision -
Decision Reference DRN-5319070
14 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5319070 The complaint Mr L’s complaint is about the rejection of a claim made under his mobile phone insurance policy with Assurant General Insurance Limited trading as Protectyourbubble.com by Assurant. What happened Mr L contacted Assurant in October 2024, as the screen on his ph... (3 pages)View decision -
Decision Reference DRN-5397333
14 Mar 2025 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5397333 The complaint Mr A complains that Automobile Association Insurance Services Limited (“AA”) automatically renewed his breakdown cover and wouldn’t refund him. What happened Mr A had a breakdown assistance policy arranged through AA covering his family. He’d been a customer of... (4 pages)View decision