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 369228 results
-
Decision Reference DRN-5195613
7 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5195613 The complaint Ms R complains about a decision taken by Monzo Bank Ltd (“Monzo”) to not raise a chargeback on her behalf. What happened On 11 June 2024, Ms R purchased a gift card using her Monzo current account debit card. She spent the gift card at a retailer, who I’ll ref... (3 pages)View decision -
Decision Reference DRN-5517341
7 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5517341 The complaint Mr K complains about Royal & Sun Alliance Insurance Limited (“RSA”)’s handling of his buildings insurance claim. All references to RSA also include its appointed agents. What happened Below is intended to be a summary of the events that form this complaint ... (4 pages)View decision -
Decision Reference DRN-5466967
7 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5466967 The complaint Mr C complains Nationwide Building Society erroneously made two payments from his account and handled the matter poorly. What happened A summary of what happened is below. Mr C holds an account with Nationwide. He used the account primarily to make child mainte... (2 pages)View decision -
Decision Reference DRN-5515906
7 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5515906 The complaint Mr and Mrs S complained that Royal & Sun Alliance Insurance Limited (“RSA”) unfairly declined their claim for storm damage when tiles were blown off their roof causing further damage to the roof and internally through rainwater leaking in. RSA were providin... (3 pages)View decision -
Decision Reference DRN-5513025
7 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5513025 The complaint Mr F has complained about AXA Insurance UK Plc’s decision to reject a claim he made for storm damage under a home insurance policy he shares jointly with Mrs H. As Mr F is the lead contact for the complaint, I will refer to him in my decision on behalf of Mr an... (3 pages)View decision -
Decision Reference DRN-5506068
7 May 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5506068 The complaint The estate of R complains that Equiniti Financial Services Limited (‘EFSL’) failed to enact an instruction to transfer shares. What happened Mr R, representing the late Mrs R’s estate in the course of being the estate’s appointed administrator, says Mrs R tran... (5 pages)View decision -
Decision Reference DRN-5141860
7 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5141860 The complaint Mr C complains that Santander UK Plc lent to him irresponsibly. What happened Mr C has two current accounts with Santander and had overdraft limits on each as follows: Account 1 – number ending 8143 Account 2 – number ending 4552 Date Overdraft limit Date Limi... (5 pages)View decision -
Decision Reference DRN-5537740
7 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5537740 The complaint Mr H has complained about the way Ageas Insurance Limited (Ageas) dealt with a claim he made under his car insurance policy. What happened In November 2023 Mr H was involved in an incident with another car. Both cars were reversing out of respective car park sp... (4 pages)View decision -
Decision Reference DRN-4888661
7 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4888661 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 som... (4 pages)View decision -
Decision Reference DRN-5538440
7 May 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5538440 The complaint Mr P complains that Lloyds Bank General Insurance Limited (Lloyds) declined a claim he made under his home insurance. What happened Mr P has a home insurance policy with Lloyds. In August 2024, Mr P made a claim to Lloyds for a gold necklace he’d left on a pla... (5 pages)View decision
