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 381082 results
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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 -
Decision Reference DRN-5268513
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5268513 The complaint Ms B complains Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to an investment ( ) ) What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events &... (4 pages)View decision
