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 381082 results
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Decision Reference DRN-5332519
14 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5332519 The complaint Mr and Mrs K are unhappy that Nationwide Building Society has decided not to refund them the money they lost, to what they believed was an Authorised Push Payment (“APP”) scam. What happened I issued my provisional decision on this complaint on 20 December 202... (3 pages)View decision -
Decision Reference DRN-5260318
14 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5260318 Complaint Ms T has essentially complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background O... (3 pages)View decision -
Decision Reference DRN-5187815
14 Feb 2025 Society of Lloyd's Not upheldInsuranceDRN-5187815 The complaint Mr R complains about Society of Lloyd’s decision that a subsidence claim made under his landlord insurance policy should be declined. What happened Mr R has a landlord insurance policy underwritten through Society of Lloyd’s (SoL) which covers a property he own... (2 pages)View decision -
Decision Reference DRN-4876382
14 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4876382 The complaint Mr H complains about the quality of a used car he acquired through a conditional sale agreement financed by Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn). What happened In July 2023, Mr H acquired a used car through a conditional sale agreement, fina... (4 pages)View decision -
Decision Reference DRN-5312909
14 Feb 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5312909 The complaint Mrs W complains about Domestic & General Insurance Plc’s (“D&G”) decision to decline to offer any assistance following a claim she made under her appliance insurance policy. What happened Mrs W says her tumble dryer developed a fault, so she reported t... (2 pages)View decision -
Decision Reference DRN-5268553
14 Feb 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5268553 The complaint Miss D and Mr G have complained about the way Inter Partner Assistance SA (IPA) has handled a claim they made on a travel insurance policy. As it is Miss D leading on the complaint, I will mostly just be referring to her in this decision. What happened Miss D... (3 pages)View decision -
Decision Reference DRN-5327449
14 Feb 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5327449 The complaint Mr F complains that First Central Underwriting Limited (First Central) avoided his car insurance policy and refused to pay his claim. What happened Mr F took out a car policy with First Central through a price comparison site in January 2022. Mr F’s policy ren... (5 pages)View decision -
Decision Reference DRN-5022584
14 Feb 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5022584 The complaint Mrs B complains that ARAG Legal Expenses Insurance Company Limited (ARAG) unfairly declined two home emergency claims. Mrs B’s policy is underwritten by ARAG, which previously operated as DAS Legal Expenses Insurance Company Limited (DAS LEI). Her policy docume... (3 pages)View decision -
Decision Reference DRN-5306050
14 Feb 2025 M&G Investment Management Limited Not upheldInvestmentsDRN-5306050 The complaint Mrs P is unhappy that M&G Investment Management Limited trading as M&G Investments (“M&G”) cannot locate her life assurance policy. What happened In April 1976, Mrs P purchased an M&G Trust (Assurance) Limited policy. She still has the certifica... (2 pages)View decision -
Decision Reference DRN-5228614
14 Feb 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5228614 The complaint Mrs L has complained that National Savings & Investments (“NS&I”) failed to inform her that, when she reinvested the proceeds of a Guaranteed Investment Bond (GIB) into another GIB, she’d receive a different amount of interest. What happened Mrs L held ... (2 pages)View decision
