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 369228 results
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Decision Reference DRN-4939819
7 Mar 2025 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4939819 The complaint Mrs F and Mrs E, as Trustees, complain on behalf of the trust of Mrs M about the level of service they received from The Prudential Assurance Company, referred to as “the Pru”. In summary, they say they’re unhappy about the Pru’s redress, and feel that they’re owe... (5 pages)View decision -
Decision Reference DRN-5352202
7 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5352202 The complaint Mr W complains that Royal & Sun Alliance Insurance Limited (“RSA”) didn’t cover his legal costs after he made a claim on his legal expenses insurance. Where I refer to RSA, this includes its agents and claims handlers acting on its behalf. What happened Mr ... (3 pages)View decision -
Decision Reference DRN-4966395
7 Mar 2025 esure Insurance Limited UpheldInsuranceDRN-4966395 The complaint Mr and Mrs H have complained about the way esure Insurance Limited handled a claim they made under their home insurance policy. Mr H has primarily dealt with things so, for ease of reading, I’ll refer to him only. What happened The circumstances aren’t in dis... (3 pages)View decision -
Decision Reference DRN-5379030
7 Mar 2025 NCO Europe Limited UpheldConsumer CreditDRN-5379030 The complaint Miss C complains NCO Europe Limited are responsible for a default related to her debt that was applied to her credit file. What happened Miss C originally had an account with a company I’ll refer to as V. Miss C unfortunately got into some difficulties, and she... (2 pages)View decision -
Decision Reference DRN-5125762
7 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5125762 The complaint Mr P complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. It’s s... (4 pages)View decision -
Decision Reference DRN-5238084
7 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5238084 The complaint Mr A complains that Nationwide Building Society unfairly closed his basic bank account. What happened Mr A had a basic account with Nationwide which he’d opened in 2019. On 15 February 2024, Mr A received a credit of £39 into his basic bank account, from an in... (3 pages)View decision -
Decision Reference DRN-4924058
7 Mar 2025 eToro (UK) Ltd UpheldInvestmentsDRN-4924058 The complaint Mr H had a Contracts for Difference (‘CFD’) account with eToro (UK) Ltd (‘eToro’). Mr H has complained he had been advised by eToro he would receive a refund of overnight fees, but this didn’t happen. He has also complained that while he was abroad his account ... (5 pages)View decision -
Decision Reference DRN-5345426
7 Mar 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5345426 Complaint Mr T complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been lent ... (3 pages)View decision -
Decision Reference DRN-5345701
7 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5345701 Complaint Miss J has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided a credit card as well and subsequent credit limit increases to her. She says that all of this credit was unaffordable and caused her continued financial difficulty. Background In Ja... (5 pages)View decision -
Decision Reference DRN-5374257
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5374257 The complaint Mr K complains Revolut Ltd didn’t do enough to help get a refund for a transaction made on his debit card. What happened Mr K purchased a pair of trousers in June 2024, while abroad. Upon returning home Mr K realised a security tag was still attached to the tr... (4 pages)View decision
