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 380824 results
-
Decision Reference DRN-5757591
5 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5757591 The complaint Mrs and Miss B’s complaint is about a claim Miss B made on their Aviva Insurance Limited (‘Aviva’) legal expenses insurance policy. Miss B says Aviva treated her unfairly. All references to Aviva include their claims handlers. What happened The details of this com... (3 pages)View decision -
Decision Reference DRN-5799659
5 Sep 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5799659 The complaint Mr B complains about the quality of a car he got on finance from Secure Trust Bank Plc trading as Moneyway (‘ST’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role ... (9 pages)View decision -
Decision Reference DRN-5752098
5 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5752098 The complaint Mr R complains that The Royal Bank of Scotland Plc (RBS) has limits to his ATM withdrawals and this meant he was further inconvenienced by its decision to close his local branch. What happened In March 2025 Mr R spoke to RBS about his cash withdrawal limit on h... (3 pages)View decision -
Decision Reference DRN-5706160
5 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5706160 The complaint Ms E is unhappy Clydesdale Bank Plc, trading as Virgin Money (‘Virgin’), hasn’t refunded her the money she lost after falling victim to an authorised push payment (‘APP’) investment scam. Ms E has brought the complaint with the assistance of a professional rep... (6 pages)View decision -
Decision Reference DRN-5631731
5 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5631731 The complaint Mr T has complained that Assurant General Insurance Limited (Assurant) unfairly declined a claim under his mobile phone policy. What happened Mr T made a claim for a lost mobile phone. Assurant assessed the claim and declined it. It said Mr T had provided misl... (2 pages)View decision -
Decision Reference DRN-5665009
5 Sep 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5665009 The complaint Mr and Mrs P have complained that Zurich Insurance Company Ltd declined a claim they made on a travel insurance policy. As it is Mr P leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs P were on a cruis... (2 pages)View decision -
Decision Reference DRN-5794973
5 Sep 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5794973 The complaint Mr G has complained that the replacement TV that Domestic & General Insurance Plc provided to him under his TV repair policy has broken down, and he wants a replacement plus compensation for the time he spent on the phone trying to sort things out. What ha... (2 pages)View decision -
Decision Reference DRN-5631770
5 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5631770 The complaint Mr G has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under his home emergency policy. What happened A British Gas engineer visited Mr G’s home to carry out the boiler annual service. He returned the next day to carry out... (2 pages)View decision -
Decision Reference DRN-5193217
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5193217 The complaint Mr T complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to an investment scam. Mr T is represented by solicitors in this complaint. What happened The details of this complaint are well known to both parties, so I won’t repe... (2 pages)View decision -
Decision Reference DRN-5265908
5 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5265908 The complaint Mr D on behalf of T, a limited company he is the director of, complains that Starling Bank Limited did not reimburse the funds it lost to a scam. What happened T was looking to buy laptops in bulk and found a company I’ll refer to as ‘X’ to purchase some from. ... (3 pages)View decision
