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 368546 results
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Decision Reference DRN-5474543
28 May 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-5474543 The complaint Mr C has complained about a transfer of his Zurich Assurance Ltd (‘Zurich’) personal pension to a small self-administered scheme (‘SSAS’) in July 2014. Mr C’s SSAS was subsequently used to invest in overseas hotel fractional ownership with The Resort Group (‘TR... (17 pages)View decision -
Decision Reference DRN-5536484
28 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5536484 The complaint Mr K complains that National Westminster Bank Public Limited Company (“NatWest”) didn’t allow him to consolidate two of his personal loans, one of which was previously upheld by us as being irresponsibly lent and with a recommendation for no interest to be paid... (3 pages)View decision -
Decision Reference DRN-5096334
28 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5096334 The complaint Mr M complains about the quality of a used car that was supplied through a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). Mr M also complains that the car was misrepresented to him. What happened In January 2023, Mr M acquired a used car ... (3 pages)View decision -
Decision Reference DRN-5571118
28 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5571118 The complaint Mrs C and Mr C complain that National Westminster Bank Plc declined their indemnity claim under the direct debit guarantee. Mrs C and Mr C had a joint bank account with NatWest at the time of these events. For ease, I’ll refer to Mrs C throughout my decision a... (2 pages)View decision -
Decision Reference DRN-5559302
28 May 2025 Trinity Lane Insurance Company Limited Not upheldInsuranceDRN-5559302 The complaint Ms A has complained that Trinity Lane Insurance Company Limited’s refusal to pay her claim for the loss of her motorhome was unreasonable and unfair. What happened Ms A owned her motorhome which was insured by Trinity Lane, and she sent it to a company or outf... (3 pages)View decision -
Decision Reference DRN-5517955
28 May 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5517955 The complaint Mr A complains about Advantage Insurance Company Limited (Advantage) declining a claim under his motor insurance policy. Any reference to Advantage in this decision includes their agents. What happened In August 2024 Mr A drove over a wooden plank in the road... (3 pages)View decision -
Decision Reference DRN-5574911
28 May 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5574911 The complaint Mr B complains about the way St James’s Place UK Plc (SJP) handled his request to transfer his SJP pension to a self-invested personal pension (SIPP). What happened Mr B and his husband both held pensions with SJP. They live overseas. He decided to transfer hi... (11 pages)View decision -
Decision Reference DRN-5498742
28 May 2025 Nelson Insurance Company Ltd UpheldInsuranceDRN-5498742 The complaint Mr R has complained about his car insurer Nelson Insurance Company Ltd because it has declined his claim for his car which he says was damaged in an accident. What happened In April 2024 Mr R made a claim to Nelson for an accident he said had occurred a few d... (2 pages)View decision -
Decision Reference DRN-5465670
28 May 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5465670 The complaint Miss B complains that Monzo Bank Ltd is unfairly holding her liable for a £6,450.00 loan she says she didn’t apply for. What happened On 21 January 2023, Monzo received an application for a loan using Miss B’s personal details. The loan was approved, and £6,450... (3 pages)View decision -
Decision Reference DRN-5492106
28 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5492106 The complaint Mrs H complains that Revolut Ltd won’t refund several payments she says she made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions ... (3 pages)View decision
