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 381194 results
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Decision Reference DRN-5400054
25 Mar 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5400054 The complaint Miss O complains that Somerset Bridge Insurance Services Limited trading as Go Skippy Insurance asked her for information that she didn’t have and didn’t provide enough time for her to obtain it before cancelling her policy. What happened On 8 October 2024 Mis... (3 pages)View decision -
Decision Reference DRN-5384282
25 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5384282 The complaint Miss A complains Santander UK Plc unfairly closed her accounts and has withheld her funds. What happened Miss A opened two accounts with Santander in March 2024. The accounts were reviewed in early April 2024. During the review the accounts were blocked, and ... (3 pages)View decision -
Decision Reference DRN-5128239
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5128239 The complaint Ms S is unhappy that HSBC UK Bank Plc decided not to refund him after she’d been the victim of a scam. What happened Ms S decided to invest in a company I’ll refer to as A. A offered a rent-to-rent property investment. Ms S’s funds would be used to refurbish p... (5 pages)View decision -
Decision Reference DRN-4845070
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4845070 The complaint Mr O complains that Monzo Bank Ltd has unfairly refused to refund his losses after he fell victim to a scam. Mr O is represented in his complaint by a professional third party but for ease I will refer to Mr O throughout. What happened Mr O met an individual th... (4 pages)View decision -
Decision Reference DRN-5339147
25 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5339147 The complaint Mr H has complained about the way U K Insurance Limited trading as Direct Line (UKI) handled a claim under his landlord insurance policy. What happened The history of this complaint is well known to the parties. So I have briefly summarised the key points belo... (2 pages)View decision -
Decision Reference DRN-5427130
25 Mar 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5427130 The complaint Mr W has complained that the offer his commercial vehicle insurer, Tradex Insurance Company PLC (‘Tradex’) made to him for his vehicle after it was declared a total loss was too low. Tradex is the underwriter of this policy i.e., the insurer. During the claim ... (4 pages)View decision -
Decision Reference DRN-5076436
25 Mar 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5076436 The complaint Mr G has complained, with the help of a professional third party, about a transfer of his pension policies to a small self-administered scheme (“SSAS”) in March 2014. The policies that are the subject of this complaint were held with ReAssure Limited. Mr G’s SS... (13 pages)View decision -
Decision Reference DRN-5286228
25 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5286228 The complaint A company, which I’ll refer to as “D”, complains that Bank of Scotland plc (“BoS”) won’t refund the money it lost to a scam. Mr C, a director of D, brings the complaint on D’s behalf. I’ll refer to Mr C and D throughout my decision. What happened Having investe... (7 pages)View decision -
Decision Reference DRN-5300433
25 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5300433 The complaint Mr and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (20 pages)View decision -
Decision Reference DRN-5371818
25 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5371818 The complaint Mr D complains Liverpool Victoria Insurance Company Limited unfairly avoided his motor insurance policy. Mr D’s been represented for the complaint. For ease of reading, I’ve referred to the representative’s actions as being Mr D’s own. What happened In May 20... (4 pages)View decision
