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 375868 results
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Decision Reference DRN-5069895
19 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5069895 The complaint X complains about the way Nationwide Building Society handled his claims arising from a dispute with an airline. Because he paid the airline using his Nationwide credit card, he says that he has a claim against it. What happened In April 2023 X and his wife wer... (3 pages)View decision -
Decision Reference DRN-5409202
19 Mar 2025 Clydesdale Bank Plc UpheldInvestmentsDRN-5409202 The complaint Mr D complains that Clydesdale Bank Plc trading as Virgin Money failed to give an explanation in timely manner to a query he had regarding a transaction on his stocks and shares ISA. What happened Mr D has a stocks and shares ISA with Virgin Money. Mr D called ... (3 pages)View decision -
Decision Reference DRN-4554582
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4554582 The complaint Mr H complains that Revolut Ltd won’t refund him money he lost in an investment scam. Mr H is represented by a professional third-party representative, but I’ll refer just to Mr H for ease of reading. What happened I’ve summarised what I think are the key eve... (5 pages)View decision -
Decision Reference DRN-5399631
19 Mar 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5399631 The complaint Ms M has complained about the way Domestic & General Insurance Plc (“D&G”) handled a claim she made under a warranty for her oven. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Ms M had a warranty to cover her ... (3 pages)View decision -
Decision Reference DRN-5396741
19 Mar 2025 Simpson and Parsons (Insurance Consultants) Limited UpheldInsuranceDRN-5396741 The complaint A limited company, that I’ll refer to as N, has complained that it was mis-sold a business insurance policy by Simpson and Parsons (Insurance Consultants) Limited. Mrs T, as one of the directors of N, has brought the complaint on its behalf. What happened N i... (8 pages)View decision -
Decision Reference DRN-5077039
19 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5077039 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost after he fell victim to a scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to repeat these in detail here. However, I’ll prov... (4 pages)View decision -
Decision Reference DRN-5406150
19 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5406150 The complaint Mr S has complained, with the help of a professional third party, about the transfer of his Zurich Assurance Ltd (‘Zurich’) personal pension to a small self-administered scheme (‘SSAS’) in 2014. Mr S’s SSAS was subsequently used to invest in an overseas propert... (16 pages)View decision -
Decision Reference DRN-5396824
19 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5396824 The complaint Mr W complains about how Aviva Insurance Limited (“Aviva”) handled a claim he made on his buildings insurance policy following an escape of water. What happened The details of this complaint are well known to both parties, so I won’t repeat them... (7 pages)View decision -
Decision Reference DRN-5409116
19 Mar 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5409116 The complaint Mr and Mrs T are unhappy with the way that Haven Insurance Company Limited settled a claim under their home insurance policy for damage caused by a water leak. What happened On 6 September 2024 Mr and Mrs T made a claim to Haven after a water leak from a bathr... (4 pages)View decision -
Decision Reference DRN-5409012
19 Mar 2025 National House-Building Council Not upheldInsuranceDRN-5409012 The complaint Mr and Mrs P complain National House-Building Council (NHBC) unfairly declined a claim they made on their building warranty. What happened Mr and Mrs P bought a property that came with an NHBC warranty. In 2024 they made a claim; a brick had fallen from a dummy... (2 pages)View decision
