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-5764092
22 Aug 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5764092 The complaint Mrs G complains about the way Zurich Insurance PLC handled an escape of water claim under a property owners insurance policy. Mrs G’s appointed loss assessor I’ll refer to as “A1” is representing her in this case. Reference to Zurich include its agents. What ha... (3 pages)View decision -
Decision Reference DRN-5772870
22 Aug 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5772870 The complaint Mr H complains Financial Administration Services Limited trading as Fidelity unreasonably prevented him cancelling a transfer to his Fidelity plan and return the funds to his previous pension provider which caused him a financial loss. What happened Mr H had a... (8 pages)View decision -
Decision Reference DRN-5200361
22 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5200361 The complaint Mr I has complained that National Westminster Bank Public Limited Company (NatWest) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr I was approached by a scammer on social media, posing as some sort of investment advisor... (2 pages)View decision -
Decision Reference DRN-5773291
22 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5773291 The complaint Mrs C complains that Revolut Ltd has declined to reimburse payments made in relation to a scam. What happened In September 2023, Mrs C was contacted by a scammer impersonating one of her banking providers (Bank A). She was convinced they were working with the p... (5 pages)View decision -
Decision Reference DRN-5773158
22 Aug 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5773158 The complaint Mrs H complains that Vanquis Bank Limited hasn’t refunded a payment that was taken out of her credit card account. What happened In October 2023, Mrs H hired a car for a few days from a company I’ll refer to as “G”. She gave her Vanquis credit card to G who pre... (5 pages)View decision -
Decision Reference DRN-5619438
22 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5619438 The complaint Mr T complains that Santander Consumer (UK) Plc trading as Santander Consumer (Santander) lent to him irresponsibly. What happened On 24 July 2019, Mr T entered into a finance agreement with Santander as shown below, to buy a used car. The agreement was mainta... (3 pages)View decision -
Decision Reference DRN-5719454
22 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5719454 The complaint Mr M complains that the car he acquired through a hire purchase agreement with Blue Motor Finance Ltd (“BMF”) wasn’t of satisfactory quality. What happened Mr M entered a hire purchase agreement in June 2023 to acquire a used car. The cash price of the car was ... (5 pages)View decision -
Decision Reference DRN-5771945
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771945 The complaint Mr J complains Monzo Bank Ltd won’t refund payments taken from his account which he says he did not make or authorise. What happened about £7,000. Mr J raised the payments with Monzo but it said it wasn’t willing to refund the transactions via a direct debit i... (3 pages)View decision -
Decision Reference DRN-5773119
22 Aug 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5773119 The complaint Mr F is unhappy with the time it took for The Prudential Assurance Company Limited (Prudential) to transfer his personal pension away from them. What happened Mr F had a personal pension plan (PPP) with Prudential, the PPP had a guaranteed basic annuity (GBA).... (6 pages)View decision -
Decision Reference DRN-5583287
22 Aug 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5583287 The complaint Mr L is unhappy that British Gas Insurance Limited (“BG”) declined his claim for repair of his fridge-freezer. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. For around 15 years,... (3 pages)View decision
