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
-
Decision Reference DRN-5782564
28 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5782564 The complaint Mrs S complains about how Ageas Insurance Limited (‘Ageas) handled an escape of water claim she made under her home insurance policy. Mrs S has been represented throughout this claim and complaint, however, for ease of reading, I will refer to all actions take... (5 pages)View decision -
Decision Reference DRN-5288933
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5288933 The complaint Mr M is unhappy Monzo Bank Ltd won’t refund a payment he says he made as part of a scam. What happened On 14 September 2024 Mr M made an international payment for £602 using a money transfer service, I’ll call “W”, and funded the transaction using his Monzo acc... (3 pages)View decision -
Decision Reference DRN-5336211
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5336211 The complaint Miss O complains that Monzo Bank Ltd closed her account without notice and without explaining its reasons for doing so. What happened Miss O had held an account with Monzo since March 2021. On 14 November 2024 Monzo contacted her to say that it would be closing... (2 pages)View decision -
Decision Reference DRN-5499418
28 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5499418 The complaint Mr and Mrs T complain Nationwide Building Society won’t reimburse £41,000 they lost to an investment opportunity that they now consider to be an Authorised Push Payment (APP) scam. In bringing his complaint, Mr and Mrs T have used the services of a professional... (8 pages)View decision -
Decision Reference DRN-5754621
28 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5754621 The complaint Mr C and Mrs C complain about Admiral Insurance (Gibraltar) Limited’s handling of a claim on their motor insurance policy. Mr C has taken the lead in dealing with Admiral and bringing the complaint. But as Mrs C is the main policyholder and was driving at the t... (3 pages)View decision -
Decision Reference DRN-5403914
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5403914 The complaint Mr R complains that Nationwide Building Society has not refunded the money he lost to what he believes was a scam. What happened In 2020 Mr R invested in a business involved in renewable energy, which I’ll call P. Mr R met a representative of P in person and w... (3 pages)View decision -
Decision Reference DRN-5625259
28 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5625259 The complaint Mr T and Mrs T complain about the quality of service from their insurer, Admiral Insurance (Gibraltar) Limited (Admiral), under the breakdown cover section of their motor insurance policy in respect of a breakdown to their vehicle while they were on holiday. Ad... (5 pages)View decision -
Decision Reference DRN-5634564
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5634564 The complaint Mr B complains about how National Westminster Bank Public Limited Company (“NatWest”) administered his current account. What happened Mr B had a current account with an overdraft facility, provided by NatWest. Mr B complains that on two occasions, NatWest prov... (3 pages)View decision -
Decision Reference DRN-5782552
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5782552 The complaint Mr and Mrs M complain NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank is refusing to follow their instructions to transfer money to an investment company. What happened Mr and Mrs M have three joint savings accounts with Ulster Bank. Mr ... (2 pages)View decision -
Decision Reference DRN-5759512
28 Aug 2025 Odey Wealth Management (UK) Limited Not upheldInvestmentsDRN-5759512 The complaint Mr S complains that Odey Wealth Management (UK) Limited (“OWM”) caused him a loss due to a trade error within a fund in which he’d invested. What happened Mr S was invested in a fund I’ll call A. The fund was managed by a sister firm of OWM, which I’ll call B. ... (2 pages)View decision
