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
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Decision Reference DRN-5497126
27 May 2025 DEVITT INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-5497126 The complaint Mr B complains that Devitt Insurance Services Limited (“Devitt”) cancelled his motorcycle insurance policy a day early, which resulted in a declined theft claim. What happened Mr B contacted Devitt to confirm he was leaving the country and wanted to cancel his ... (3 pages)View decision -
Decision Reference DRN-5562758
27 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5562758 The complaint Mr T complains Vanquis Bank Limited (Vanquis) failed to carry out sufficient checks before it provided a credit card facility and subsequently increased the limit on that credit card account. What happened Mr T says he applied for a credit card in February 2020... (3 pages)View decision -
Decision Reference DRN-5582100
27 May 2025 Just Retirement Limited Not upheldMortgagesDRN-5582100 The complaint Mrs H’s complaint is about an equity release lifetime mortgage taken out in 2006 and which is now owned by Just Retirement Limited trading as Just. Mrs H is represented in the complaint by a family member, Mrs W, who says that, after she took over Mrs H’s finan... (3 pages)View decision -
Decision Reference DRN-5483410
27 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5483410 The complaint Mr M says Bank of Scotland plc (BoS) refuses to refund him for two ATM withdrawals and then closed his account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr M disputed two ATM with... (2 pages)View decision -
Decision Reference DRN-5481418
27 May 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5481418 The complaint Mr S has complained that The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) has declined part of a claim he made on his buildings insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide... (2 pages)View decision -
Decision Reference DRN-5324746
27 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5324746 The complaint Mrs O complains that Monzo Ltd won’t refund several payments she says she made and lost to a scam. What happened Mrs O complains Monzo won’t reimburse the money that she lost when she fell victim to a task-based employment scam. Our investigator didn’t uphold... (2 pages)View decision -
Decision Reference DRN-5581616
27 May 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5581616 The complaint Mrs B says Barclays Bank UK PLC (“Barclays”) provided the incorrect information regarding a transaction on her account, which led to distress and inconvenience. What happened Mrs B says her ex-partner made a transaction on their joint account which she didn’t c... (3 pages)View decision -
Decision Reference DRN-5563997
27 May 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5563997 The complaint Mrs L complains that Bank of Scotland plc trading as Halifax has acted unfairly by selling an outstanding debt in her name. What happened Mrs L had an outstanding loan with Halifax. Due to her personal circumstances, Halifax agreed a reduced repayment plan. Mrs... (2 pages)View decision -
Decision Reference DRN-5040526
27 May 2025 Strowz Ltd UpheldInvestmentsDRN-5040526 The complaint Mr C complains Strowz Ltd has ignored multiple requests to withdraw funds from his ISA. What happened Mr C holds an ISA with Strowz. His money is invested in the firm’s “High Growth Portfolio” product. In early 2024, Mr C attempted to withdraw £5,000 from his... (4 pages)View decision -
Decision Reference DRN-5481572
27 May 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5481572 The complaint Mr and Mrs J have complained that British Gas Insurance Limited acted unfairly in relation to their home emergency insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: In September 2024, British Gas visited ... (3 pages)View decision
