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 366350 results
-
Decision Reference DRN-5526996
19 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5526996 The complaint Mr M complains that Revolut Limited didn’t do enough to prevent him losing money when he was scammed. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In 20... (3 pages)View decision -
Decision Reference DRN-5497167
19 May 2025 Extracover Insurance Company Limited Not upheldInsuranceDRN-5497167 The complaint Mr B complains about Extracover Insurance Company Limited trading as Zego (“Zego”) and their decision to decline the claim he made on his commercial vehicle insurance policy. What happened The claim and complaint circumstances are well known to both parties. So... (4 pages)View decision -
Decision Reference DRN-5568689
19 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5568689 The complaint Mr S has complained about the way Royal & Sun Alliance Insurance Limited (RSA) handled his subsidence claim, under his home insurance policy. I will refer to the loss adjuster who acted for RSA as C. What happened The details of this complaint are well kn... (3 pages)View decision -
Decision Reference DRN-5162923
19 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5162923 The complaint Mr F has complained Nationwide Building Society won’t refund him for three transactions he didn’t authorise. What happened In July 2024 on a night out, Mr F was approached by men he didn’t know. This fracas ended in Mr F’s phone being stolen. He reported this t... (3 pages)View decision -
Decision Reference DRN-5546714
19 May 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5546714 The complaint Mr H complains about the hire agreement he took out with Motability Operations Limited (“Motability”). He says he was told at the end of the agreement he’d be able to buy the car but has now discovered this isn’t possible. What happened In March 2022 Mr H was s... (3 pages)View decision -
Decision Reference DRN-5568773
19 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5568773 The complaint Mr V has complained about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) dealt with a claim he made on his motor insurance policy. What happened I issued a provisional decision on this complaint earlier this month. An extract from that decision foll... (4 pages)View decision -
Decision Reference DRN-5564789
19 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5564789 The complaint Mr B complains American Express Services Europe Limited (AESEL) mishandled his chargeback claim for a car he rented that he says was not as described. What happened I issued my provisional decision on this complaint on 13 May 2025. An extract from that provisio... (6 pages)View decision -
Decision Reference DRN-5453767
19 May 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5453767 The complaint Mr Q complains that Zopa Bank Limited, trading as Zopa, incorrectly recorded his name on a Hire Purchase Agreement. He would like the mistake acknowledged, his name amended on the agreement, a reassessment of the contract and compensation for the emotional dis... (2 pages)View decision -
Decision Reference DRN-5566841
19 May 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5566841 The complaint Mr and Mrs M complain that The Royal Bank of Scotland Plc, trading as The One Account, allowed Mr M to draw down £30,000 from their mortgage when it shouldn’t have done and without Mrs M’s agreement. What happened Mr and Mrs M opened a “One Account” with RBS i... (3 pages)View decision -
Decision Reference DRN-5505274
19 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5505274 The complaint Mrs H and Mr J as directors of company ‘W’ complain about the service received by Santander UK Plc (“Santander”) when trying to close down a business bond and updating W’s banking mandate. What happened W held a bond with Santander worth approximately £80,000 ... (5 pages)View decision