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-5431373
28 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5431373 The complaint Mrs H and Mr H complain about the way esure Insurance Limited (esure) handled the claim they made on their building insurance policy. As Mrs H has been leading in this complaint, and for ease, I’ve referred to her throughout. esure are the underwriter of this p... (5 pages)View decision -
Decision Reference DRN-5428525
28 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5428525 The complaint Ms M is complaining about the way Aviva Insurance Limited has managed a claim she made on her buildings and contents insurance policy. What happened In June 2023 Ms M contacted Aviva to say water was coming into her house which she said she thought was coming t... (7 pages)View decision -
Decision Reference DRN-5422866
28 Mar 2025 Nationwide Building Society UpheldMortgagesDRN-5422866 The complaint Mr G and Mr M complain that Nationwide have not compensated them sufficiently for the distress and inconvenience caused by the errors it made with their mortgage application. What happened On 14 June 2024 Mr G and Mr M submitted a mortgage application to Nation... (5 pages)View decision -
Decision Reference DRN-5352501
28 Mar 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5352501 The complaint Mr A has complained that Assurant General Insurance Limited (AGIL) didn’t provide an equivalent replacement phone when he claimed against his mobile phone insurance policy. What happened Mr A’s phone was damaged and he made a claim under his mobile phone insura... (2 pages)View decision -
Decision Reference DRN-5042926
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5042926 The complaint Miss T is unhappy that Barclays Bank UK PLC won’t reimburse her money she lost after she was a victim of fraud. She is also unhappy with the way in which Barclays treated her when making her claim. What happened As the circumstances of this complaint are well-k... (3 pages)View decision -
Decision Reference DRN-5427613
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5427613 The complaint Mr B complains Nationwide Building Society loaded him to a fraud database. What happened Nationwide closed Mr B’s account and loaded him to a fraud marker database. Mr B complained and Nationwide said it had closed his account in line with its terms and condi... (6 pages)View decision -
Decision Reference DRN-5432915
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5432915 The complaint Mr R complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost as the result of a scam. What happened In March 2023, Mr R saw an investment advertised online on two separate platforms. Mr R says a friend also recommended the investment. I’ll refer ... (5 pages)View decision -
Decision Reference DRN-5434268
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5434268 The complaint Mrs G complains Revolut Ltd didn’t do enough to protect her when she fell victim to a job scam. What happened Mrs G has an account with Revolut and an account with another business who I’ll refer to as “S” throughout the rest of this decision. Mrs G says she wa... (2 pages)View decision -
Decision Reference DRN-4951124
28 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4951124 The complaint Miss F complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse funds she sent to third parties and with the service provided by Lloyds. What happened Miss F called Lloyds on 25 February 2024 to report that she had been the victim of a scam. She explained at ... (6 pages)View decision -
Decision Reference DRN-5072788
28 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5072788 The complaint Mrs R complains about the quality of a used car she acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mrs R says that she has had problems with the car since it was supplied to her. She has tried to return it as she doesn... (3 pages)View decision
