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 382298 results
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Decision Reference DRN-4703061
28 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4703061 The complaint Mr D is unhappy that The Royal Bank of Scotland Plc (‘RBS’) decided not to refund him after he says he was the victim of an authorised push payment (‘APP’) scam. What happened The details and background of the complaint are set out in detail in the Investigator... (6 pages)View decision -
Decision Reference DRN-5409393
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5409393 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) recorded a Cifas marker against him when they shouldn’t have. He says this has caused him considerable distress and inconvenience and financial loss. He’d like to be put back in the position he would’ve been ... (3 pages)View decision -
Decision Reference DRN-5382602
28 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-5382602 The complaint Miss D complains about the way esure Insurance Limited (esure) handled a claim she made on her motor insurance policy. What happened The following is only intended as a brief summary of events. Miss D held a motor insurance policy with esure. She contacted the... (4 pages)View decision -
Decision Reference DRN-5361186
28 Mar 2025 Society of Lloyd's Not upheldInsuranceDRN-5361186 The complaint Mr M has complained after Society of Lloyd's (Lloyd’s) rejected the claim he made under his motor insurance policy. What happened In September 2019, Mr M’s motorhome was damaged overnight, with items reportedly stolen from it. He made a claim on his motor ... (3 pages)View decision -
Decision Reference DRN-5081851
28 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5081851 The complaint Miss L complains that Monzo Bank Ltd hasn’t refunded her after she was the victim of a scam in May 2024. What happened Miss L holds a current account with Monzo. She explains she’d missed out on purchasing music tickets due to the limited number available for ... (4 pages)View decision -
Decision Reference DRN-5032838
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5032838 The complaint Mr and Mrs E, who are represented, complain that Nationwide Building Society didn’t reimburse them after it failed to protect them from being defrauded. What happened In March 2018, Mr and Mrs E were introduced to an investment opportunity by a family member. T... (3 pages)View decision -
Decision Reference DRN-5436343
28 Mar 2025 Unum Ltd Not upheldInsuranceDRN-5436343 The complaint Mr and Mrs T complained that Unum Ltd declined a claim on a group critical illness policy. What happened Mr T joined Mrs T’s employer’s group critical illness policy as a spouse in March 2022. Mr T reported feeling unwell on 5 February 2024. He had an appointme... (4 pages)View decision -
Decision Reference DRN-5431194
28 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5431194 Complaint Mr T has complained about a credit card Tesco Personal Finance Limited (trading as “Tesco Bank”) provided to him. He says the credit card and limit increases should not have been provided to him as they were unaffordable. Background In March 2022, Tesco Bank provi... (3 pages)View decision -
Decision Reference DRN-5435349
28 Mar 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5435349 The complaint Mr E has complained after Haven Insurance Company Limited (Haven) cancelled his telematics policy and declined his claim, following a motoring incident. Mr E is represented with this complaint, by his mother. But for ease, I will refer to all comments and acti... (3 pages)View decision -
Decision Reference DRN-5369252
28 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5369252 Complaint Miss J has essentially complained that Nationwide Building Society (“Nationwide”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she couldn’t s... (8 pages)View decision
