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 392389 results
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Decision Reference DRN-5771500
21 Aug 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5771500 The complaint Mr and Mrs C were unhappy when Tesco Underwriting Limited (“Tesco”) declined their claim, when a valuable watch was stolen from their home. Tesco was providing a home insurance policy. What happened Mr C made a claim when his watch was stolen. Mr C recalled tak... (3 pages)View decision -
Decision Reference DRN-5598236
21 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5598236 The complaint Miss B has complained that Zurich Insurance Plc avoided her motor insurance policy. What happened Miss B took out a policy through a broker, who I’ll refer to as P, with Zurich in October 2020. This policy covered a personal vehicle which belonged to Miss B’s p... (5 pages)View decision -
Decision Reference DRN-5748727
21 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5748727 The complaint Mr C complains about receiving unwanted emails from NewDay Ltd, despite having believed to have opted out of receiving such communications. What happened Mr C holds a credit card with NewDay. In April 2025, he received a number of emails, which included topic... (3 pages)View decision -
Decision Reference DRN-5748787
21 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5748787 The complaint Miss R has complained that National Westminster Bank Public Limited Company (NatWest) won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, and I should keep decisions as anonymous as possible,... (3 pages)View decision -
Decision Reference DRN-5494019
21 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5494019 The complaint Mr R complains that Bank of Scotland plc (trading as Halifax) won’t refund payments as a result of a scam. What happened Mr R was the victim of an investment scam. Further to seeing an online advert, he was duped by a fraudster posing as working for a company I... (3 pages)View decision -
Decision Reference DRN-5771380
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771380 The complaint Miss B complains that Monzo Bank Ltd decided not to refund her the money she lost through a scam. Miss B has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened Miss B said that she found out about... (4 pages)View decision -
Decision Reference DRN-5697184
21 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5697184 The complaint Mr M complains about the administration of his credit card by NewDay Ltd, trading as Marbles. What happened Mr M complains about various issues he’s encountered with his NewDay credit card; as I understand it the core matters are, in summary: • “Query” marker... (3 pages)View decision -
Decision Reference DRN-5566901
21 Aug 2025 Hargreaves Lansdown Asset Management Limited UpheldPensions and AnnuitiesDRN-5566901 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (HL) caused delays in paying his tax-free cash sum from his Self-Invested Personal Pension (SIPP), which he wanted to reinvest, causing him investment losses and inconvenience. He wants compensati... (3 pages)View decision -
Decision Reference DRN-5686831
21 Aug 2025 Harris Balcombe LLP Not upheldInsuranceDRN-5686831 The complaint E, a limited company, complains that Harris Balcombe LLP (“HB”) has misrepresented the facts of their claim to their insurer and this Service in relation to a commercial insurance policy. Any reference to E or HB will include respective agents and/or representa... (6 pages)View decision -
Decision Reference DRN-5625836
21 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5625836 The complaint Miss B complains that Lloyds Bank PLC decided not to refund her the money she lost through a scam. Miss B has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened Miss B said that she found out abou... (5 pages)View decision