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 375119 results
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Decision Reference DRN-5274373
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5274373 The complaint Ms P and Mr T are complaining about the time it took Royal & Sun Alliance Insurance Limited (RSA) to issue a settlement after they made a claim on their buildings insurance policy for damage to their conservatory. Mr T has largely acted on behalf of Ms P an... (2 pages)View decision -
Decision Reference DRN-5384420
10 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5384420 The complaint Mrs J on behalf of the executors of the late Mr J’s estate complains about the service received from National Westminster Bank Plc (“NatWest”) when dealing with the late Mr J’s fixed rate ISA. In particular, Mrs J is unhappy NatWest closed the ISA before maturi... (4 pages)View decision -
Decision Reference DRN-5146823
10 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5146823 The complaint A company, which I will call B, complains that Lloyds Bank PLC (‘Lloyds’) declined to complete an application to renew its overdraft unless the company directors provided details of their personal finances. Mrs B, who is a director of B, brings the complaint o... (3 pages)View decision -
Decision Reference DRN-5384402
10 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5384402 The complaint Ms H complains Black Horse Limited (Black Horse) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In March 2022, Ms H entered into a 49 month car finance agreement for a used car. The car’s cash price ... (7 pages)View decision -
Decision Reference DRN-5372267
10 Mar 2025 RAC Insurance Limited UpheldInsuranceDRN-5372267 The complaint Mrs F complains that RAC Insurance Limited declined a claim on her legal expenses insurance policy. Where I refer to RAC Insurance Limited, this includes its agents and claims handlers acting on its behalf. What happened Mrs F made a claim on her policy to cove... (4 pages)View decision -
Decision Reference DRN-5321339
10 Mar 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5321339 The complaint Mr M complains about a store card account he has with Home Retail Group Card Services Limited (HRGCSL). Mr M is unhappy about certain products he has bought using the card/account and refers to items being faulty and dangerous. Mr M has also referred to the way... (3 pages)View decision -
Decision Reference DRN-5274384
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5274384 The complaint Ms P and Mr T are complaining about the way Royal & Sun Alliance Insurance Limited (RSA) has handled a subsidence claim they made on their buildings insurance policy. Mr T has largely acted on behalf of Ms P and Mr T throughout the claim and complaint. RSA ... (3 pages)View decision -
Decision Reference DRN-5274379
10 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5274379 The complaint Ms P and Mr T are complaining about the way Royal & Sun Alliance Insurance Limited (RSA) handled their buildings insurance policy after it settled a claim for damage to their conservatory. Mr T has largely acted on behalf of Ms P and Mr T throughout the cla... (3 pages)View decision -
Decision Reference DRN-4538560
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4538560 The complaint Mr J complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr J has explained that in January and February... (9 pages)View decision -
Decision Reference DRN-5223847
10 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5223847 The complaint Miss S complains Monzo Bank Ltd recorded a marker against her at Cifas, a national fraud database. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss S had an account with Monzo. On 22 June 2024, she received £15... (3 pages)View decision
