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 361839 results
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Decision Reference DRN-5421827
24 Mar 2025 Wakam UpheldInsuranceDRN-5421827 The complaint Mr M complains about Wakam’s decision to decline a claim he made under his car insurance policy. What happened Mr M held a car insurance policy underwritten by Wakam. In May 2024, Mr M noticed scratches to the side of the car, which he said were caused by vand... (3 pages)View decision -
Decision Reference DRN-4740980
24 Mar 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-4740980 The complaint Mr C complains that Wise Payments Limited won’t refund money he lost when he fell victim to a job scam. Mr C is represented by a firm I’ll refer to as “E”. What happened The background of this complaint is well known to both parties so I’ll only refer to the ... (5 pages)View decision -
Decision Reference DRN-5421723
24 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5421723 The complaint W a club complains that Zempler Bank Limited (trading as Cashplus) asked it to provide information and blocked its account. W’s complaint has been brought to our service by its secretary, Mr W. What happened The detailed background to this complaint is well k... (5 pages)View decision -
Decision Reference DRN-4918044
24 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4918044 The complaint Mr and Mrs A complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost when they say they fell victim to an investment scam. What happened Mr and Mrs A say that they were persuaded to invest with a company I’ll refer to as H in ... (4 pages)View decision -
Decision Reference DRN-4858338
24 Mar 2025 ReAssure Limited UpheldInsuranceDRN-4858338 The complaint The trustees of the S Trust, represented by Mrs S, complain about ReAssure Limited. They’re unhappy with incorrect information they’ve received relating to a reviewable whole of life (RWOL) policy the Trust holds. What happened The S Trust holds a RWOL policy w... (3 pages)View decision -
Decision Reference DRN-5206430
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5206430 The complaint Mr M complains Revolut Ltd treated him unfairly when it recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr M held an account with Revolut. On... (3 pages)View decision -
Decision Reference DRN-5421418
24 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5421418 The complaint Mr H complains that U K Insurance Limited has added unreasonable delays to his claim with its handling of the matter and this has added to the distress and inconvenience caused. What happened Mr H raised a claim for subsidence with UKI in August 2022 and the cl... (3 pages)View decision -
Decision Reference DRN-5421132
24 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5421132 The complaint Mr K has complained about the way HSBC UK Bank Plc trading as first direct dealt with his request for money back. What happened In October 2023 Mr K paid around £1,600 for dental aligner treatment from a company I’ll call “S” using his HSBC debit card. S went ... (5 pages)View decision -
Decision Reference DRN-5326080
24 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5326080 The complaint Mr S has complained that U K Insurance Limited trading as Green Flag (UKI) provided poor service in handling his breakdown and recovery claim under his breakdown assistance policy. What happened On 29 February 2024, Mr S’ car broke down. He was travelling from... (2 pages)View decision -
Decision Reference DRN-5333748
24 Mar 2025 Pinnacle Insurance Plc Not upheldInsuranceDRN-5333748 The complaint Mr P is unhappy that Pinnacle Insurance Plc deducted two policy excesses from his pet insurance claim. What happened Mr P held a pet insurance policy for his dog, underwritten by Pinnacle. Mr P’s dog had an ear infection. Mr P incurred vet costs to treat this o... (4 pages)View decision
