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 374385 results
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Decision Reference DRN-5629413
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5629413 The complaint Ms K is unhappy Monzo Bank Ltd will not refund all the money she lost as the result of an authorised push payment (APP) scam. She brought her complaint through a representative, for ease of reading I will solely to Ms K in this decision. What happened As both p... (3 pages)View decision -
Decision Reference DRN-5750438
12 Aug 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5750438 The complaint Mr W’s complaint is about a claim he made on his Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which C&G declined. Mr W says that C&G treated him unfairly and wants them to pay his claim, which he says he’s paid... (4 pages)View decision -
Decision Reference DRN-5750136
12 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5750136 The complaint Mr C complained about the cost quoted by Ageas Insurance Limited to add an additional driver to his car insurance policy. What happened Mr C took out a car insurance policy with Ageas which started in mid-January 2025. In early-February 2025, Mr C got a quote t... (3 pages)View decision -
Decision Reference DRN-5746276
12 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5746276 The complaint A company that I will refer to as L, complains that HSBC UK Bank Plc blocked and close its account. And has filed to release money that was paid into the account. Ms Y, a director of, brings the complaint on behalf of L. What happened L had a business account w... (3 pages)View decision -
Decision Reference DRN-5254581
12 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5254581 The complaint Mr P is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. The complaint is brought on Mr P’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everything he... (4 pages)View decision -
Decision Reference DRN-5661409
12 Aug 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5661409 The complaint Mr J complains that Zurich Insurance Company Limited should meet his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car (“the car”) that looked like one from a television series. From mid... (3 pages)View decision -
Decision Reference DRN-5724288
12 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5724288 The complaint Mr N complains about the service provided by Nationwide Building Society (‘the Society’) when it blocked a payment he wanted to make and applied account restrictions which will remain in place until he completes further security checks. What happened When Mr N... (2 pages)View decision -
Decision Reference DRN-5750688
12 Aug 2025 ITC Compliance Limited Not upheldInsuranceDRN-5750688 The complaint W, a limited company, is unhappy that ITC Compliance Limited (ITC) mis-sold it a guaranteed asset protection (GAP) insurance policy (‘the policy’). All reference to ITC includes the dealership from who W bought the car and who sold the policy as an appointed re... (2 pages)View decision -
Decision Reference DRN-5750485
12 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5750485 The complaint Mr M complains that Bank of Scotland plc trading as Halifax failed to treat him fairly when his mortgage was in arrears. He asks for clarity regarding Halifax’s intentions and a hold on recovery action to allow him time to sell the property. What happened Mr M’... (5 pages)View decision -
Decision Reference DRN-5531532
12 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5531532 The complaint Mr H complains that Lloyds Bank PLC delayed in refunding an interest penalty when he closed his fixed rate bond. What happened In February 2024 Mr H took out a fixed rate bond with Lloyds. However, his accounts were closed down so he had to cash in his bond. To... (2 pages)View decision
