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 392389 results
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Decision Reference DRN-5272152
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5272152 The complaint Ms U has complained that Monzo Bank Ltd won’t refund the money which she explained she lost in a scam. What happened Ms U explained that she was introduced to an investor’s group, where two cryptocurrency investment schemes were promoted. She explained that the... (3 pages)View decision -
Decision Reference DRN-5646053
31 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5646053 The complaint Mr G has complained about the way Royal & Sun Alliance Insurance Limited (RSA) have dealt with issues he raised about repairs for a claim made under a home insurance policy he shares jointly with Mrs G. What happened Mr G made a claim for water damage to hi... (2 pages)View decision -
Decision Reference DRN-5726175
31 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5726175 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘the Lender’), acted unfairly and unreasonably by: (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Cre... (3 pages)View decision -
Decision Reference DRN-5502098
31 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5502098 The complaint N, a limited company, complains about the settlement of a storm damage claim by The National Farmers' Union Mutual Insurance Society Limited. What happened In January 2024 N claimed on its business protection insurance policy with NFU following storm damag... (2 pages)View decision -
Decision Reference DRN-5583298
31 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5583298 The complaint Mr K and Miss S have complained about Lloyds Bank General Insurance Limited (Lloyds)’ decision to reject a claim they made under their home insurance policy and avoid their policy (treat it as if it never existed). What happened In January 2024 Mr K and Miss S ... (3 pages)View decision -
Decision Reference DRN-5643644
31 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5643644 Complaint Mr T complains Aviva Insurance Limited (Aviva) unfairly cancelled his car insurance policy. What happened In July 2024 Mr T took out a car policy with Aviva. The policy terms and conditions explained: We (or Your insurance intermediary ), may cancel this insuranc... (2 pages)View decision -
Decision Reference DRN-5512701
31 Jul 2025 Wakam UpheldInsuranceDRN-5512701 The complaint Mrs T has complained that Wakam declined a claim made under her pet insurance policy. What happened The background to this complaint is well known to the parties so I won't repeat all the details here. In summary Mrs T's dog was attacked by three badg... (2 pages)View decision -
Decision Reference DRN-5725705
31 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5725705 The complaint Mr B’s complaint is, in essence, that Shawbrook Bank Limited (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding against paying a... (3 pages)View decision -
Decision Reference DRN-5502096
31 Jul 2025 Alwyn Insurance Company Limited Not upheldInsuranceDRN-5502096 The complaint P, a limited company, complains Alwyn Insurance Company Limited turned down a claim it made on its commercial legal protection insurance policy. What happened P’s landlord sought to end its lease. P challenged the relevant notices and a lease extension was agre... (2 pages)View decision -
Decision Reference DRN-4929181
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4929181 The complaint Miss A complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse over £5,000 that she lost when she fell victim to an employment scam. What happened Miss A had uploaded her CV on recruitment sites in pursuit of work. She was contac... (5 pages)View decision