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 369227 results
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Decision Reference DRN-5606239
11 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5606239 The complaint Mr and Mrs M have complained that Admiral Insurance (Gibraltar) Limited unfairly declined a claim under their home insurance policy for damage caused by a water leak and accused them of fraud. What happened Mr and Mrs M took out a home insurance policy with Ad... (4 pages)View decision -
Decision Reference DRN-5617702
11 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5617702 The complaint Mrs B has complained that Nationwide Building Society (‘Nationwide’), who she has an account with, has refused to refund the money she lost when she fell victim to a scam. Mrs B’s complaint was brought to us through a representative but for ease I will be refe... (4 pages)View decision -
Decision Reference DRN-5511288
11 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5511288 The complaint Mr R complains that Monzo Bank Ltd (Monzo) acted irresponsibly in granting him a personal current account overdraft, and in increasing its limit. What happened Mr R has had a personal current account with Monzo for several years. In July 2022, Monzo granted Mr... (3 pages)View decision -
Decision Reference DRN-5172620
11 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5172620 The complaint Mr M complains about the quality of a car he has financed through an agreement with Black Horse Limited trading as Jaguar Financial Services (‘Black Horse’). What happened The details of this complaint are well known to both parties, so I won’t repeat them agai... (3 pages)View decision -
Decision Reference DRN-5428011
11 Jun 2025 Allegiant Finance Services Limited Not upheldClaims ManagementDRN-5428011 The complaint Mr M complains about Allegiant Finance Services Limited (“AFS”) and the success fee they are charging him for, following a successful claim against Lender A. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend ... (3 pages)View decision -
Decision Reference DRN-5617583
11 Jun 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5617583 The complaint Miss M and Mr P complain that Barclays Bank UK PLC has not treated them fairly when administering their mortgage. What happened In 2008, Miss M and Mr P took out a mortgage with Barclays. The mortgage had a mortgage current account reserve facility (MCA) that a... (4 pages)View decision -
Decision Reference DRN-5177641
11 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5177641 The complaint Mr and Mrs C complain that Lloyds Bank PLC didn’t do enough to protect them when they made payments to a property investment opportunity that they now consider was a scam. What happened Mr and Mrs C made payments between 2018 and 2019 from their Lloyds account ... (3 pages)View decision -
Decision Reference DRN-5108624
11 Jun 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5108624 The complaint Mr T complains that Zurich Assurance Ltd unfairly increased the monthly premium on his pension term policy. What happened In 1995, a financial adviser recommended a pension term policy to Mr T. The policy was with a business that has now been acquired by Zurich... (3 pages)View decision -
Decision Reference DRN-5617460
11 Jun 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5617460 The complaint Ms A complains that Evolution Insurance Company Limited (‘Evolution’) declined a claim made on her home emergency insurance policy. What happened In March 2024, Ms A contacted Evolution to make a claim on her home emergency policy as there was water coming thr... (4 pages)View decision -
Decision Reference DRN-5608957
11 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5608957 The complaint Mrs A complains about Admiral Insurance (Gibraltar) Limited (‘Admiral’) cancelling her car insurance policy. What happened In March 2024, Mrs A took out a car insurance policy with Admiral which started on 2 April 2024. Shortly after taking out the policy, Mrs... (2 pages)View decision
