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 384131 results
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Decision Reference DRN-5442292
31 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5442292 The complaint Mr V’s complaint is about the rejection of acclaim under his pet insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). What happened Mr V holds a pet insurance policy with RSA, which provides cover for his dog. The policy includes cover for ... (3 pages)View decision -
Decision Reference DRN-5431740
31 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5431740 The complaint Ms W and Ms W complain about U K Insurance Limited trading as Prudential Home Insurance (“UKI”) and the service provided to them after they made a claim on their home insurance policy. They also complain about UKI’s decision to cash settle the claim and the imp... (7 pages)View decision -
Decision Reference DRN-5395905
31 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5395905 The complaint Mr C complains Aviva Insurance Limited (Aviva) didn’t properly carry out repairs to his car following a claim. Any references to Aviva include its agents. What happened Mr C’s car was involved in an accident. He logged a claim with Aviva, and it arranged for ... (3 pages)View decision -
Decision Reference DRN-5210669
31 Mar 2025 Cloughfern Community Credit Union Limited Not upheldBanking and PaymentsDRN-5210669 The complaint The estate of Mr M complains that Cloughfern Community Credit Union Limited (CCCU) will not pay them the balance of an account Mr M held with it, which is delaying the settlement of Mr M’s estate. The estate of Mr M is represented in bringing this complaint to ... (2 pages)View decision -
Decision Reference DRN-5442322
31 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5442322 The complaint Ms C complains that National Westminster Bank Public Limited Company (as the recipient bank) didn’t do enough to prevent the loss she suffered when she fell victim to a scam. Ms C has used a representative to bring her complaint. But, for ease of reading I’ll ... (4 pages)View decision -
Decision Reference DRN-5303682
31 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5303682 The complaint Mr M complains TSB Bank plc didn’t do enough to help get a refund for a transaction made on his debit card. What happened In December 2022, Mr M bought tickets to an event through a ticket re-sale website, paying with his TSB debit card. The day before the ev... (3 pages)View decision -
Decision Reference DRN-5442027
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5442027 The complaint Mr L complains that Revolut Ltd has declined to refund payments he made as part of an investment scam. What happened While Mr L has a representative in bringing this complaint – for simplicity I’ll refer to Mr L in relation to comments made by him and on his be... (12 pages)View decision -
Decision Reference DRN-5237079
31 Mar 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5237079 The complaint Miss T complains Monzo Bank Ltd’s (Monzo) decision to lend to her was irresponsible and unaffordable for her. She says had Monzo completed adequate checks before providing her with a personal loan, they wouldn’t have agreed to provide her credit. What happened ... (5 pages)View decision -
Decision Reference DRN-5102331
31 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5102331 The complaint Mr and Mrs S complain about U K Insurance Limited’s (‘UKI’s’) handling of their subsidence claim under their buildings insurance policy. Any reference to UKI includes the actions of its agents. What happened The background to this complaint is well known to b... (3 pages)View decision -
Decision Reference DRN-5377412
31 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5377412 The complaint A company, which I’ll refer to as M, complains that Lloyds Bank PLC caused delay in changes to its account mandate and that the bank wrongly permitted a payment from the account. What happened M has a business current account with Lloyds. In the spring of 2024,... (3 pages)View decision
