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 369227 results
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Decision Reference DRN-5631213
18 Jun 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5631213 The complaint Mr and Mrs T have complained about a mortgage they hold with The Royal Bank of Scotland Plc trading as The One Account (RBS). They’ve said they didn’t have access to all the account facilities between 2009 and 2015, and the interest rate they’ve been charged is... (13 pages)View decision -
Decision Reference DRN-5483206
18 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5483206 The complaint Mr S says when he made a claim on his motor insurance policy for a new windscreen, the agent of U K Insurance Limited (‘UKI’) that did the work caused a leak in his car. What happened Mr S told us that when the windscreen was replaced on 20 February 2024 by UK... (2 pages)View decision -
Decision Reference DRN-5319764
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5319764 The complaint Miss A complains that Revolut Ltd won’t refund her money she lost in a work tasks scam. Miss A is being represented by a professional representative, but for ease of reading I’ll just refer to Miss A. What happened Miss A says she registered with a recruitmen... (4 pages)View decision -
Decision Reference DRN-5384890
18 Jun 2025 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-5384890 The complaint Mrs C and Mr C complain about the amount of commission charged by Arthur J. Gallagher Insurance Brokers Limited (“AJG”) to arrange their home insurance policy. Mr C has acted as the main representative during the complaint process. So, for ease of reference, I... (5 pages)View decision -
Decision Reference DRN-5203657
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5203657 The complaint Mr M complains that Monzo Bank Ltd (Monzo) won’t refund transactions made on his account that he didn’t authorise. What happened On 4 July 2024, Mr M contacted Monzo to report that he had been a victim of fraud. He said a friend that he had trusted and that ha... (4 pages)View decision -
Decision Reference DRN-5186962
18 Jun 2025 Society of Lloyd's UpheldInsuranceDRN-5186962 The complaint Mr and Mr R complain Society of Lloyd’s unfairly declined their holiday home insurance claim. The insurance policy is provided by a syndicate at Society of Lloyd’s. For simplicity, I refer to the syndicate and Society of Lloyds simply as ‘Lloyd’s. For the same... (7 pages)View decision -
Decision Reference DRN-5407846
18 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5407846 The complaint Miss A complained that Royal & Sun Alliance Insurance Limited’s (“RSA”) failed to remove asbestos from her home properly resulting in parts of it being unusable over an extended period. This followed a claim for an escape of water under her home buildings i... (3 pages)View decision -
Decision Reference DRN-4922355
18 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4922355 The complaint Miss O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) have failed to refund money that Miss O lost as part of a scam. What happened Miss O met someone on a social media site who was actually a scammer that I will call B. B said that... (3 pages)View decision -
Decision Reference DRN-5484374
18 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5484374 The complaint Mr C has complained The Royal Bank of Scotland plc won’t refund him for a cash machine withdrawal that wasn’t successfully completed. What happened In both January and February 2024 Mr C used a cash machine within a branch of a bank where he also held an accoun... (3 pages)View decision -
Decision Reference DRN-5312361
18 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5312361 The complaint Mr L complains American Express Services Europe Limited didn’t do enough to help get a refund for a transaction made on his credit card. What happened In July 2024, Mr L booked a hire car for a trip abroad, paying with his American Express credit card. Mr L bo... (4 pages)View decision
