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 360982 results
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Decision Reference DRN-5379106
7 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5379106 The complaint Mrs A is unhappy that Barclays Bank UK PLC won’t reimburse money she says she lost to a scam. What happened In late 2018 Mrs A met someone online (“N”). They struck up a romance and were in daily contact for some time. From 2019 to 2022 Mrs A frequently sent N... (3 pages)View decision -
Decision Reference DRN-5378391
7 Mar 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5378391 The complaint Mr and Mrs R have complained about the service they were provided with by Clydesdale Bank Plc when the mortgage term was coming to an end on their buy-to-let (“BTL”) mortgage. What happened Mr and Mrs R have held this BTL mortgage with Clydesdale since 2011. Ov... (6 pages)View decision -
Decision Reference DRN-4945282
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4945282 The complaint Mr S complains that Revolut Ltd (“Revolut”) hasn’t protected him from losing money to an authorised push payment (“APP”) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail here. ... (11 pages)View decision -
Decision Reference DRN-5288539
7 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5288539 The complaint Mrs J complains about the way U K Insurance Limited (“UKI”) handled a claim she made under her motor insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mrs J was involved in a car accident in June 2022, an... (4 pages)View decision -
Decision Reference DRN-5002693
7 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5002693 The complaint Mr P complains that Nationwide Building Society won’t refund the money he lost when he was the victim of a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the ... (3 pages)View decision -
Decision Reference DRN-5184259
7 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5184259 The complaint Mr & Mrs V complain that Advantage Insurance Company Limited (“Advantage”) declined a claim for damage from an escape of water under their home insurance policy. What happened Mr & Mrs V had a home insurance policy with Advantage covering their home, ta... (3 pages)View decision -
Decision Reference DRN-4939819
7 Mar 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4939819 The complaint Mrs F and Mrs E, as Trustees, complain on behalf of the trust of Mrs M about the level of service they received from The Prudential Assurance Company, referred to as “the Pru”. In summary, they say they’re unhappy about the Pru’s redress, and feel that they’re owe... (5 pages)View decision -
Decision Reference DRN-5352202
7 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5352202 The complaint Mr W complains that Royal & Sun Alliance Insurance Limited (“RSA”) didn’t cover his legal costs after he made a claim on his legal expenses insurance. Where I refer to RSA, this includes its agents and claims handlers acting on its behalf. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-4966395
7 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-4966395 The complaint Mr and Mrs H have complained about the way esure Insurance Limited handled a claim they made under their home insurance policy. Mr H has primarily dealt with things so, for ease of reading, I’ll refer to him only. What happened The circumstances aren’t in dis... (3 pages)View decision -
Decision Reference DRN-5379030
7 Mar 2025 NCO Europe Limited UpheldConsumer CreditDRN-5379030 The complaint Miss C complains NCO Europe Limited are responsible for a default related to her debt that was applied to her credit file. What happened Miss C originally had an account with a company I’ll refer to as V. Miss C unfortunately got into some difficulties, and she... (2 pages)View decision
