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 375868 results
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Decision Reference DRN-5777022
26 Aug 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5777022 The complaint Mr T complains that West Bay Insurance PLC avoided his motorbike insurance policy and refused to pay his claim. Mr T was also unhappy about poor customer service. What happened The history to this complaint is well known to the parties, so I won’t repeat all th... (4 pages)View decision -
Decision Reference DRN-5447164
26 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5447164 The complaint Mr N has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr N found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. This... (2 pages)View decision -
Decision Reference DRN-5326561
26 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5326561 The complaint A company, I’ll refer to as L, complains that Revolut Ltd won’t refund disputed transactions made from their account. Mr K, who is a director of L, brings the complaint on L’s behalf. What happened On 28 August 2024 two transactions totalling just over £2,800 w... (2 pages)View decision -
Decision Reference DRN-5479340
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5479340 The complaint Mr Q complains that Barclays Bank UK PLC did not close his account when he asked it to do so in 2021. He says too that funds in the account were not returned to him. He also complains that compensation agreed on an unrelated case was not paid to him. What happe... (2 pages)View decision -
Decision Reference DRN-5777131
26 Aug 2025 Arch Insurance (EU) DAC Not upheldInsuranceDRN-5777131 The complaint Mr F has complained about Arch Insurance (EU) DAC’s handling of a claim against a policy covering a sports car, which belongs to him, and he uses for races and track days. The policy is in the name of a race team I’ll refer to as M. Any reference to Arch incl... (4 pages)View decision -
Decision Reference DRN-5769452
26 Aug 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5769452 The complaint Mrs K complains about how Sabre Insurance Company Limited trading as GoGirl (“Sabre”) handled a claim on her car insurance policy. What happened Mrs K held car insurance underwritten by Sabre. Her son, Mr K, was a named driver. In January 2025, Mr K was involv... (3 pages)View decision -
Decision Reference DRN-5583855
26 Aug 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5583855 The complaint Mr B has complained that Assurant General Insurance Limited (Assurant) unfairly declined a claim under his mobile phone insurance policy. What happened Mr B made a claim for damage to his mobile phone. When Assurant assessed the device, it declined the claim b... (2 pages)View decision -
Decision Reference DRN-5514973
26 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5514973 The complaint Mr H is unhappy that a car supplied to him under a Personal Contract Plan (a type of hire purchase agreement) with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (‘MBFS’) was misrepresented. What happened The complaint circumstanc... (3 pages)View decision -
Decision Reference DRN-5724275
26 Aug 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5724275 The complaint Mrs H complains about the manner in which Aioi Nissay Dowa Insurance UK Limited (ANDI) handled a claim on her motor insurance policy. Mrs H’s son has helped her to make her claim to ANDI and to bring her complaint. But for simplicity I'll refer to his comm... (3 pages)View decision -
Decision Reference DRN-5742626
26 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5742626 The complaint Mr T complains about the actions taken by Nationwide Building Society (‘the Society’) when it blocked a payment he wanted to make until he completed further security checks. What happened Mr T held a FlexAccount with Nationwide Building Society. In June 2025, ... (3 pages)View decision
