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 4777 results
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Decision Reference DRN-4504052
8 Dec 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4504052 The complaint Mr K complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened In January 2022, Mr K was looking to buy a vehicle and found one he was interested in advertised on social media and an online automotive marketplace... (5 pages)View decision -
Decision Reference DRN-4065486
6 Dec 2023 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-4065486 The complaint Mr W has complained about the way Omni Capital Retail Finance Limited (“Omni”) dealt with claims he’d made under section 56 (s56) and section 75 (s75) of the Consumer Credit Act 1974 (the “CCA”). Mr W has been represented in bringing his complaint but, to keep thi... (4 pages)View decision -
Decision Reference DRN0080567
17 Dec 2019 Zurich Insurance PLC Not upheldInsurance (excluding PPI)Mrs B complains that Zurich Insurance PLC (Zurich) unfairly declined her commercial insurance claim. To put things right, Mrs B wants Zurich to pay her claim in accordance with the terms of her policy, to pay interest on the settlement amount, and compensation for the trouble and upset she... (6 pages)View decision -
Decision Reference DRN6145371
15 Dec 2017 Royal & Sun Alliance Insurance Plc UpheldInsurance (excluding PPI)Mrs B has complained about Royal & Sun Alliance Insurance Plc’s (RSA) service after she claimed on her motor insurance policy.In bringing this complaint Mrs B’s been represented by her daughter, but for ease I’ll refer to her comments as being those of Mrs B.back... (4 pages)View decision -
Decision Reference DRN-5839939
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5839939 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost, after he fell victim to an investment scam. Mr M has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will ref... (4 pages)View decision -
Decision Reference DRN-4686798
15 Mar 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4686798 The complaint Mr A has complained about his motor insurer AXA Insurance UK Plc because it accepted and settled a claim against him from another driver without questioning it or telling him. With the claim also having affected his premium at renewal. What happened Mr A, reversin... (5 pages)View decision -
Decision Reference DRN-6022676
22 Jan 2026 Tesco Underwriting Limited Not upheldInsuranceDRN-6022676 The complaint Mr C has complained about Tesco Underwriting Limited’s handling of claim he made on his motor insurance policy. Amongst other things he complained that Tesco had undervalued his car, delayed in arranging a hire car and provided poor customer service. What happe... (4 pages)View decision -
Decision Reference DRN-4858106
18 Jun 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4858106 The complaint Mr H complains that Lloyds Bank PLC won’t reimburse him after he fell victim to a scam. He also complains that following the scam, Lloyds closed his account. What happened I issued a provisional decision on this case on 3 June 2024. I’ve copied the content of that... (5 pages)View decision -
Decision Reference DRN-5352502
21 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5352502 The complaint Mrs A complains that Ageas Insurance Limited (Ageas) voided her motor insurance policy and didn’t pay her claim. What happened Mrs A took out a motor insurance policy with Ageas in July 2023. She declared she was the main user and added her daughter and son-in... (5 pages)View decision -
Decision Reference DRN-4840225
24 Jul 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4840225 The complaint Mr and Mrs M complain that they were mis-sold a timeshare product and the loan used to pay for it. The loan was provided by Shawbrook Bank Limited. Mr and Mrs M have been represented in bringing this complaint by a claims management business, so any reference t... (5 pages)View decision