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 363152 results
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Decision Reference DRN-5368297
25 Mar 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5368297 The complaint Mr M complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr M was approved for a Capital One credit card in January 2022 with a £1,000 credit limit. The credit limit was increased to £1,750 in December 2022. Mr M says that Capital O... (3 pages)View decision -
Decision Reference DRN-5323486
25 Mar 2025 RAC Insurance Limited UpheldInsuranceDRN-5323486 The complaint Mr I has complained about the way his motor breakdown insurer, RAC Insurance Limited (‘RAC’), dealt with a claim he made on his policy. RAC is the underwriter of this policy i.e., the insurer. During the claim Mr I also dealt with other businesses who act as R... (3 pages)View decision -
Decision Reference DRN-5415756
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415756 The complaint Mr B in unhappy that Monzo Bank Ltd has decided not to refund him after he was the victim of an investment scam. What happened Mr B invested in a rent-to-rent property scheme. Mr B was introduced to R who produced all contracts, and payments were made direct to... (3 pages)View decision -
Decision Reference DRN-5426096
25 Mar 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5426096 The complaint Mrs F complains that Barclays Bank UK PLC lent irresponsibly when it approved two loan applications she made. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mrs F already had a loan wit... (4 pages)View decision -
Decision Reference DRN-5426026
25 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5426026 The complaint Mrs A complains that U K Insurance Limited (“UKI”) damaged her block-paved driveway whilst carrying out repairs to her home. She’s unhappy with how UKI has proposed to resolve the situation. Mrs A has been represented by her daughter. For clarity, I’ll refer t... (4 pages)View decision -
Decision Reference DRN-5419477
25 Mar 2025 Wakam UpheldInsuranceDRN-5419477 The complaint Mr S is complaining Wakam declined a claim he made on his contents insurance policy after he made a claim for damage to his watch. What happened In July 2024 Mr S contacted Wakam to claim for damage to his watch. However, Wakam later contacted Mr S to say he ha... (4 pages)View decision -
Decision Reference DRN-5422400
25 Mar 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5422400 The complaint Mrs S is represented (by ‘R’). Her portfolio of investments is held on the platform provided by Financial Administration Services Limited, trading as Fidelity. Her complaint relates to her Individual Savings Account (‘ISA’) on the platform. In the complaint fo... (5 pages)View decision -
Decision Reference DRN-5373486
25 Mar 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5373486 The complaint Mr T and Mrs T have complained that Zurich Assurance Ltd declined a claim made under their decreasing term assurance policy. What happened The background to this complaint is well known to the parties. In summary in 2015, Mrs T was hospitalised with Transverse ... (2 pages)View decision -
Decision Reference DRN-5328283
25 Mar 2025 Federal Capital Limited Not upheldBanking and PaymentsDRN-5328283 The complaint Mrs N complains in her capacity as a guarantor of a commercial loan. She complains that Federal Capital Ltd unreasonably issued a bankruptcy petition against her, and charged punitive interest. What happened There is some dispute about what happened here. Howe... (3 pages)View decision -
Decision Reference DRN-5318994
25 Mar 2025 HDI Global Specialty SE UpheldInsuranceDRN-5318994 The complaint Mr T, a sole trader, complains HDI Global Specialty SE turned down a claim he made on his business protection insurance policy. What happened Mr T took out business protection insurance with HDI in December 2023. The policy schedule says his ‘Trade / Business a... (4 pages)View decision
