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 360982 results
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Decision Reference DRN-5265306
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5265306 The complaint Mr A complains that Monzo Bank Ltd blocked his current account and reported a CIFAS marker against his name. He’d like the CIFAS marker removed. What happened In May 2024 Mr A opened a current account with Monzo. He received multiple payments into the account ... (3 pages)View decision -
Decision Reference DRN-5404737
18 Mar 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5404737 The complaint Miss P complains that Barclays Bank UK PLC was irresponsible in its lending to her. She wants all interest and charges she has paid refunded along with 8% simple interest and any adverse information about these loans removed from her credit file. Miss P is repr... (6 pages)View decision -
Decision Reference DRN-4815715
18 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4815715 The complaint Miss S has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to an impersonation scam and hasn’t refunded the money she lost in the scam. What happened The background of this complaint is already known to both parties, so I won’... (6 pages)View decision -
Decision Reference DRN-5350713
18 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5350713 The complaint Mr and Mrs H complain about the service provided by U K Insurance Limited (‘UKI’) when responding to their home insurance claim. They also complain about UKI’s decision to ultimately decline the claim and cancelled the policy from the claim date Much of Mr and ... (3 pages)View decision -
Decision Reference DRN-5356440
18 Mar 2025 Helvetia Global Solutions Ltd Not upheldInsuranceDRN-5356440 The complaint Mr H is unhappy about the way HELVETIA GLOBAL SOLUTIONS LTD (Helvetia) handled his claim under his furniture protection insurance policy. Mr H is represented in his complaint, but for ease I’ll refer to him throughout. What happened Mr H bought a sofa from a fu... (3 pages)View decision -
Decision Reference DRN-5391952
18 Mar 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5391952 The complaint Ms M is unhappy that AmTrust Europe Limited has refused to meet a claim under her legal expenses insurance policy. AmTrust Specialty Limited is the underwriter of the policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to... (5 pages)View decision -
Decision Reference DRN-5404713
18 Mar 2025 Liverpool Victoria Financial Services Limited UpheldInvestmentsDRN-5404713 The complaint Mr M complains that the final bonus on his with-profits life ISA decreased, despite him investing more money, and that Liverpool Victoria Financial Services Limited (“LVFS”) didn’t clearly explain the reasons why. He says there was a market value reduction (“MV... (3 pages)View decision -
Decision Reference DRN-5404892
18 Mar 2025 NCO Europe Limited UpheldConsumer CreditDRN-5404892 The complaint Miss T complains about the service she received from NCO Europe Limited (NCO) when trying to get some information about her debt account. What happened Miss T has a debt account which NCO administers on behalf of the debt servicer. In August 2024 Miss T called ... (2 pages)View decision -
Decision Reference DRN-5199888
18 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5199888 The complaint Miss I complains National Westminster Bank Plc (“NatWest”): Blocked and the closed her accounts and did so without explanation. Only allowed access to her funds during the time the accounts were blocked by going into a branch which was impossible for her d... (4 pages)View decision -
Decision Reference DRN-5405113
18 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5405113 The complaint Mr and Mrs C complain that esure Insurance Limited (Esure) declined a claim made under their home insurance. What happened Mr and Mrs C noticed internal water ingress damage to their home and made a claim for storm damage to Esure, their home insurer. A surve... (4 pages)View decision
