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 366874 results
-
Decision Reference DRN-5519772
15 May 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5519772 The complaint Mrs U is unhappy with the time taken by CIGNA Life Insurance Company of Europe SA-NV to settle a claim she made under her global healthcare plan (‘the plan’), to cover medical and hospital fees around $44,000 (‘the medical fees’). What happened Mrs U had the b... (3 pages)View decision -
Decision Reference DRN-5556457
15 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5556457 The complaint Mrs P complains that Nationwide Building Society blocked her account. Mrs P is also unhappy about the amount of time Nationwide blocked her account and the information it wanted her to provide. She says this caused her trouble and upset for which she should be ... (4 pages)View decision -
Decision Reference DRN-5544569
15 May 2025 Esure Services Limited UpheldInsuranceDRN-5544569 The complaint Mr L complains that esure Services Limited (“esure”) mishandled his motor insurance policy. What happened Mr L took out a policy through esure to cover a small car for the year from 20 April 2023. He told esure that his occupation was an HGV driver. The polic... (5 pages)View decision -
Decision Reference DRN-4806736
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4806736 The complaint Mr B is unhappy that Revolut decided not to refund him, after he was the victim of a scam. What happened Mr B received a message and call to say he was eligible for £454.65 in compensation from his internet provider as he was experiencing service issues. Of wh... (4 pages)View decision -
Decision Reference DRN-5017408
15 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5017408 The complaint Mr M complains that Barclays Bank UK PLC did not prevent scam payments from being received into their customer’s account. What happened Mr M used a company to manage the construction of a new fireplace. An individual within the company who I will refer to as ‘J... (2 pages)View decision -
Decision Reference DRN-5488358
15 May 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5488358 The complaint Miss P complained about the quality of a car provided on finance by Startline Motor Finance Limited. What happened Startline supplied Miss P with a used car on a hire purchase agreement in March 2023. The cash price of the car was around £12,400 and it had cov... (7 pages)View decision -
Decision Reference DRN-5085106
15 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5085106 The complaint Mr L complains that Revolut Ltd (Revolut) failed to deal with his chargeback dispute fairly. What happened On 2 May 2024, Mr L paid $508.29 to a simulated trading platform who I’ll call T. He used his debit card with Revolut to pay for this transaction. Mr L la... (3 pages)View decision -
Decision Reference DRN-5429968
15 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5429968 The complaint Mrs S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse the funds she says she lost to a scam. What happened Mrs S contacted a third party to help her source a new park home, as hers needed to be replaced with a new b... (3 pages)View decision -
Decision Reference DRN-5521981
15 May 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5521981 The complaint Miss T complains that MBNA Limited lent irresponsibly when it approved her credit card application. What happened Miss T applied for an MBNA credit card in June 2022. In her application, Miss T said she was employed with an income of £60,000 a year and was ren... (2 pages)View decision -
Decision Reference DRN-5399472
15 May 2025 Clegg Gifford & Co Limited UpheldInsuranceDRN-5399472 The complaint N, a company, has complained about its broker Clegg Gifford & Co Limited. N believes Clegg miss-sold it a fleet motor insurance policy. What happened In 2023 N had a policy for its fleet of cars which was arranged via Clegg. During 2023 that insurer for th... (5 pages)View decision
