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 367300 results
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Decision Reference DRN-5480839
8 May 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5480839 The complaint Ms N has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under her appliance warranty. What happened Ms N contacted D&G to make a claim for an issue with her fridge-freezer. D&G sent an engineer, who found the dam... (2 pages)View decision -
Decision Reference DRN-5401680
8 May 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5401680 The complaint Mr J has complained that Creation Consumer Finance Ltd (“CCF”) rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened In June 2020, Mr J entered into a fixed sum loan agreement with CCF to fund the purchase of a dishwashe... (4 pages)View decision -
Decision Reference DRN-5466259
8 May 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5466259 The complaint M, a company, represented by its director Mr B, has complained about its property insurer Zurich Insurance PLC. Zurich has avoided M’s policy and, by association, declined its claim made following incidents of burglary, vandalism and fire. Mr B has instructed ... (3 pages)View decision -
Decision Reference DRN-5370786
8 May 2025 Zuto Limited Not upheldConsumer CreditDRN-5370786 The complaint Miss E complains that she was misinformed by Zuto Limited when brokering a finance agreement for a car. What happened In May 2024 Miss E applied for car finance with Zuto. She requested a finance agreement with no deposit. On 11 May 2024 Zuto submitted a quote ... (3 pages)View decision -
Decision Reference DRN-5363525
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5363525 The complaint Mr J complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr J is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to so... (5 pages)View decision -
Decision Reference DRN-5454292
8 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5454292 The complaint Mr O complains that Nationwide Building Society closed his account. What happened Mr O had an account with Nationwide. In 2024, Nationwide froze his account while it carried out a review. It said its account review team would be in touch to let Mr O know the ou... (2 pages)View decision -
Decision Reference DRN-5543173
8 May 2025 Preferred Mortgages Limited Not upheldMortgagesDRN-5543173 The complaint Ms W complains about Preferred Mortgages Limited’s legal and arrears recovery action on her mortgage between February 2018 and February 2024. What happened Ms W’s original complaint covered a number of issues, in addition to the one stated above. In my decisio... (4 pages)View decision -
Decision Reference DRN-5517308
8 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5517308 The complaint Mr S and Mr S complain that U K Insurance Limited (“UKI”) have unfairly declined a claim for escape of water in their home. As Mr S has led this complaint, I’ll just refer to him throughout. Any reference to UKI includes any respective agents or representatives... (3 pages)View decision -
Decision Reference DRN-5543982
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5543982 The complaint Mr S complains that Barclays Bank UK PLC transferred funds from his personal account to the wrong bond account. What happened Mr S is party to several fixed rate bond accounts with Barclays. These include a bond in his personal name (ending 5723), a bond in jo... (3 pages)View decision -
Decision Reference DRN-4930765
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4930765 The complaint A limited company, I’ll call G, is unhappy that Revolut Ltd won’t refund payments it made as part of a scam. G is professionally represented, but for simplicity I’ve referred to the actions of G throughout. What happened In January 2024 G found an online retail... (4 pages)View decision
