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 4563 results
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Decision Reference DRN1028792
20 Sep 2017 Advantage Insurance Company Limited Not upheldInsurance (excluding PPI)Mr D complains that he’s lost out as a result of the way in which Advantage Insurance Services Limited handled and settled his insurance claim. He says Advantage were wrong to write off his car after it was involved in an accident. He’s also unhappy about the custo... (4 pages)View decision -
Decision Reference DRN2458263
27 Jul 2018 Close Brothers Limited UpheldBanking and creditMr F complains that a bike he received and financed through an agreement with Close Brothers Limited (“Close Brothers”) is a different than the one he ordered. He also complains that it was faulty when he took receipt of it.backgroundI issued my provisional decision in J... (4 pages)View decision -
Decision Reference DRN-4372682
4 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4372682 The complaint Mrs G complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse her after she was the victim of a scam. What happened Mrs G is represented in this case but for ease I’ll refer to Mrs G throughout this decision. Mrs G received a message from someone who said they wer... (4 pages)View decision -
Decision Reference DRN-5840721
29 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5840721 The complaint Mr P is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened On 12 September 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments befor... (4 pages)View decision -
Decision Reference DRN-3349858
17 Aug 2022 ReAssure Limited UpheldPensions and AnnuitiesDRN-3349858 The complaint Ms G complains that ReAssure Limited failed to transfer one of her pension plans to another provider in a timely manner. What happened Ms G held two almost identical (save for their values) pension plans with ReAssure. On 11 November 2020 ReAssure received a reque... (5 pages)View decision -
Decision Reference DRN-4474755
3 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4474755 The complaint Mr and Mrs A complain that Barclays Bank UK PLC (“Barclays”) racially discriminated against them when carrying out its security checks by refusing to remove a block that had been applied to their account following them correctly answering security questions put to... (4 pages)View decision -
Decision Reference DRN-4053638
20 Apr 2023 Zurich Insurance PLC Not upheldInsuranceDRN-4053638 The complaint Ms P complains that Zurich Insurance PLC (Zurich) avoided her commercial motor insurance policy and declined cover for a claim following an accident. Any reference to Zurich includes its agents. What happened Ms P was involved in a collision with another vehicle i... (4 pages)View decision -
Decision Reference DRN-5243394
8 Jan 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5243394 The complaint Mr L has complained about the quality of a car provided on finance by Close Brothers Limited trading as Close Brothers Motor Finance. What happened Close Brothers supplied Mr L with a used car on a conditional sale agreement in September 2023. The cash price o... (4 pages)View decision -
Decision Reference DRN-5498535
29 Apr 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5498535 The complaint Mrs W complains that she’s been paying for a car that she hasn’t received under a finance agreement with CA Auto Finance UK Limited. What happened I’ve issued two provisional decisions on this complaint and in my first provisional decision I described Mrs W’s r... (4 pages)View decision -
Decision Reference DRN-4918044
24 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4918044 The complaint Mr and Mrs A complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost when they say they fell victim to an investment scam. What happened Mr and Mrs A say that they were persuaded to invest with a company I’ll refer to as H in ... (4 pages)View decision
