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 381196 results
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Decision Reference DRN-5613423
18 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5613423 The complaint Mr and Mrs K complain about what Royal & Sun Alliance Insurance Limited did following a claim Mr K made on their legal expenses insurance policy. Although the policy is in joint names, as the claim relates to Mr K, I’ll mainly refer to him in this decision ... (5 pages)View decision -
Decision Reference DRN-5594800
18 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5594800 The complaint Mr K complains J.P Morgan Europe Limited trading as Chase didn’t do enough to help get a refund for a purchase made on his debit card. What happened In March 2024, Mr K bought an item online from a company I’ll call “E”, paying with his Chase debit card. Mr K ... (3 pages)View decision -
Decision Reference DRN-5366490
18 Jun 2025 Society of Lloyd's Not upheldInsuranceDRN-5366490 The complaint Mr F complains about the way Society of Lloyd's (“SoL”) dealt with a claim made on a commercial buildings insurance policy. Mr F has nominated a representative to deal with matters for him, however for ease I will only refer to Mr F in this decision. What ... (3 pages)View decision -
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
