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 369227 results
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Decision Reference DRN-5481037
14 Apr 2025 One Insurance Limited Not upheldInsuranceDRN-5481037 The complaint Mr B complains that One Insurance Limited (‘One’) declined a claim he made on his car insurance policy. What happened Mr B says while towing his caravan his car engine caught fire, which he was able extinguish. Following this, the car was recovered and then ta... (2 pages)View decision -
Decision Reference DRN-5283789
14 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5283789 The complaint Mr U complains Monzo Bank Ltd loaded his details to a fraud database. What happened Mr U was contacted by someone he knew, and they asked to pay some money into Mr U’s account. This person was overseas and didn’t have a UK bank account. Money was paid in, an... (3 pages)View decision -
Decision Reference DRN-4886507
14 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4886507 The complaint Mr G complains that Nationwide Building Society won’t refund the money he lost when he says he fell victim to a scam. What happened Mr G says that he was persuaded to invest with a company I will refer to as ‘H’ in my decision. H was a private rental developmen... (5 pages)View decision -
Decision Reference DRN-5480847
14 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5480847 The complaint Mr T complains about delays and poor quality repairs when he made a claim on the car insurance policy he held with Admiral Insurance (Gibraltar) Limited (‘Admiral’). What happened In May 2022, Mr T had an accident which damaged his car. So, he contacted Admira... (6 pages)View decision -
Decision Reference DRN-5291117
14 Apr 2025 EGR WEALTH LIMITED UpheldInvestmentsDRN-5291117 The complaint Mr Q complains EGR WEALTH LIMITED (EGR) mis-sold him an investment bond. He says it failed to carry out adequate due diligence about him and the investment, leading to an unsuitable high-risk investment being recommended. What happened In January 2020, Mr Q in... (11 pages)View decision -
Decision Reference DRN-4919430
14 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4919430 The complaint C complains that Santander UK Plc did not reimburse the £30,000 it says it lost to a scam. What happened C found an investment opportunity with a company I’ll refer to as ‘HS’ for the purposes of this decision. HS had several different building projects they we... (3 pages)View decision -
Decision Reference DRN-5448629
14 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5448629 The complaint Mrs P has complained about the way a claim was handled by Royal & Sun Alliance Insurance Limited (RSA). Mrs P is the lead complainant for a home insurance policy she shares jointly with Mr P and Mrs P(2). All reference to the insurer RSA in my decision incl... (2 pages)View decision -
Decision Reference DRN-5346831
14 Apr 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5346831 Complaint Mr L complains that FirstRand Bank Limited (trading as “MotoNovo Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable and this resulted in him being unable to meet his commitments going forward, without bo... (5 pages)View decision -
Decision Reference DRN-5271694
14 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5271694 Complaint Miss M has complained about the overdraft charges HSBC UK Plc (“HSBC”) applied to her current account. Miss M is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Miss M’s account were unfair as ther... (5 pages)View decision -
Decision Reference DRN-5456210
14 Apr 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5456210 Complaint Miss H has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable. Background Capital One provided Miss H with a credit card with a limit of £200 in April ... (3 pages)View decision
