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 392389 results
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Decision Reference DRN-5418845
27 Mar 2025 Wakam UpheldInsuranceDRN-5418845 The complaint Ms A complains that Wakam has unfairly declined claims made on her pet insurance policy. Any reference to Wakam includes the actions of its agents. What happened The circumstances of this complaint are well known to both parties. And as the Investigator has exp... (3 pages)View decision -
Decision Reference DRN-5304384
27 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5304384 The complaint Mr O has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In April 2023 Monzo closed the account Mr O held with them. They’d received a fraud report from another bank about a credit of £42... (3 pages)View decision -
Decision Reference DRN-4870521
27 Mar 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-4870521 The complaint A limited company, T, complains that ClearBank Limited didn’t do enough to prevent it losing money to a scam. Mr K is a director of T and has brought the complaint on its behalf. He initially used a representative when doing so. For ease of reading, I’ll mostly... (5 pages)View decision -
Decision Reference DRN-5028402
27 Mar 2025 Sky UK Limited UpheldConsumer CreditDRN-5028402 The complaint Mr T complains about a fixed sum loan agreement taken out with Sky UK Limited. What happened In February 2024, Mr T took out a fixed sum loan agreement with Sky, to pay for a brand new mobile telephone device. The delivery of the device was arranged for the day... (4 pages)View decision -
Decision Reference DRN-5035310
27 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5035310 The complaint Mr M complaints that Santander UK Plc didn’t protect him from an investment scam. Mr M is being supported in making their complaint by a representative. But for ease, I’ll only refer to Mr M in this decision. What happened Mr M has explained that a friend of a ... (5 pages)View decision -
Decision Reference DRN-5411778
27 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5411778 The complaint Mr A and Ms A’s complaint is about the rejection of a claim under their legal expenses insurance cover with Royal & Sun Alliance Insurance Limited (“RSA”). Ms A has been the main correspondent on the complaint, so I will refer to her throughout. RSA is the ... (4 pages)View decision -
Decision Reference DRN-5432602
27 Mar 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5432602 The complaint Miss S complains that HCC International Insurance Company Plc (HCC) declined her claim for storm damage under her home insurance policy. What happened The following is intended as a summary of events only, as the circumstances are well known to both parties. ... (5 pages)View decision -
Decision Reference DRN-5350679
27 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5350679 The complaint Mrs R’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mrs R says C&G have treated her unfairly. What happened Mrs R made a claim on her C&G pet insu... (3 pages)View decision -
Decision Reference DRN-5375654
27 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5375654 The complaint A company, which I’ll refer to as A Ltd, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse the money lost to a scam. Mrs B, who is a director of A Ltd, brings the complaint on A Ltd’s behalf. What happened Mrs B says th... (3 pages)View decision -
Decision Reference DRN-5336491
27 Mar 2025 Sky UK Limited UpheldConsumer CreditDRN-5336491 The complaint Miss F has complained Sky UK Limited is holding her liable under a consumer credit agreement for a mobile phone handset she returned. What happened In September 2024 Miss F took out a consumer credit agreement with Sky for the largest model of a new iPhone. A d... (3 pages)View decision