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 380824 results
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Decision Reference DRN-5677024
9 Jul 2025 Covea Insurance plc Not upheldInsuranceDRN-5677024 The complaint Mr D complains Covea Insurance plc (Covea) have declined a claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In February 2024 Mr D reported a claim ... (4 pages)View decision -
Decision Reference DRN-5664031
9 Jul 2025 QIC Europe Ltd Not upheldInsuranceDRN-5664031 The complaint Miss H complaints about the manner in which QIC Europe Limited dealt with a claim against her motor insurance policy. Miss H’s policy is branded in the name of one of QIC’s managing general agents (MGA). And the MGA has handled the claim and responded to the co... (4 pages)View decision -
Decision Reference DRN-4936958
9 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4936958 The complaint A company, which I’ll refer to as R, complains that Monzo Bank Ltd (“Monzo”) won’t reimburse the funds it lost to a scam. Mrs W, who is a director of R, brings the complaint on R’s behalf. As Mrs W fell victim to the scam, for ease I have referred to her throu... (5 pages)View decision -
Decision Reference DRN-5587171
9 Jul 2025 Hampshire Credit Union Limited Not upheldConsumer CreditDRN-5587171 The complaint Miss O complains Hampshire Credit Union Limited trading as Wessex Community Bank (WCB) treated her unfairly by reporting to credit reference agencies (CRAs) she’s in an arrangement to pay, despite her repayment plan coming to an end. What happened In early 202... (3 pages)View decision -
Decision Reference DRN-5680295
9 Jul 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5680295 The complaint Mr C’s complaint is about a joint mortgage he has with Clydesdale Bank Plc trading as Virgin Money. He is unhappy that despite a breathing space being applied to the mortgage, he received a letter about a court date, which had a detrimental effect on his alread... (4 pages)View decision -
Decision Reference DRN-5679566
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5679566 The complaint Mr D complains that Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) has not honoured a liability he says arises out of his claim made under section 75 of the Consumer Credit Act 1974 (the ‘CCA’). What happened In or around 2018/19, Mr D received an unsolic... (7 pages)View decision -
Decision Reference DRN-5079469
9 Jul 2025 Personal Touch Financial Services Limited UpheldPensions and AnnuitiesDRN-5079469 The complaint Mrs H complains that Personal Touch Financial Services Limited trading as PRIMIS Mortgage Network (PRIMIS) received ongoing commission payments on her Personal Pension Plan (PPP) without providing services, causing her losses. She wants compensation for her los... (8 pages)View decision -
Decision Reference DRN-5261448
9 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5261448 The complaint Mr D is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr D fell victim to a cruel investment scam. After responding to an advert on social media w... (6 pages)View decision -
Decision Reference DRN-5633935
9 Jul 2025 One Insurance Limited UpheldInsuranceDRN-5633935 The complaint Mr G complains that One Insurance Limited (“One”) undervalued his car and deducted too much for its salvage following a claim under his car insurance policy. What happened Mr G had a motor insurance policy with One covering his car. In early 2024 he was involve... (4 pages)View decision -
Decision Reference DRN-5250213
9 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5250213 The complaint Miss B complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. What happened Miss B paid over £7,000 in June 2023, to what she was led to believe was an employment opportunity – completing tasks online to earn commission. Miss B ha... (2 pages)View decision
