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-5314399
6 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5314399 The complaint Mr G is bringing the complaint on behalf of the estate of Mr C. He has done all the work and for ease I will refer to Mr G where possible throughout this decision. Mr G is unhappy with National Westminster Bank Plc’s handling of his request to open a joint exe... (3 pages)View decision -
Decision Reference DRN-5372951
6 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5372951 The complaint Mr L complains that Aviva Insurance Limited (Aviva) renewed a home insurance policy after he’d asked for the renewal to be cancelled. What happened The background to this complaint is known to both parties, and isn’t disputed. I don’t intend to go into detail o... (2 pages)View decision -
Decision Reference DRN-4896274
6 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4896274 The complaint Dr H and Mr W hold a joint account with Santander UK Plc (“Santander”). Dr H’s complaint is about Santander’s refusal to reimburse her money she says she lost due to a scam. Dr H is represented by Refundee in this matter. However, where appropriate, I will ref... (4 pages)View decision -
Decision Reference DRN-5377524
6 Mar 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5377524 The complaint Mr R complains that First Central Underwriting Limited (First Central) declined a theft claim he made on his motor insurance policy. What happened Mr R held a motor insurance policy with First Central. He contacted them to report that his vehicle had been stol... (4 pages)View decision -
Decision Reference DRN-5082779
6 Mar 2025 Clydesdale Bank Plc Not upheldInvestmentsDRN-5082779 The complaint Mrs W complains that Clydesdale Bank Plc trading as Virgin Money delayed a distribution payment to her. She also complains about its non-existent communication as well as the compensation it offered which she felt was insufficient. What happened Mrs W transferr... (2 pages)View decision -
Decision Reference DRN-5150588
6 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5150588 The complaint Mr M complains that Aviva Life & Pensions UK Limited (Aviva) didn’t collect the premiums for his personal pension plan for several months. Mr M says he had to raise this issue with Aviva and contact it on several occasions in order to have the issue resolve... (4 pages)View decision -
Decision Reference DRN-5376135
6 Mar 2025 The Prudential Assurance Company Limited Not upheldInsuranceDRN-5376135 The complaint Mr and Mrs C are unhappy with the way The Prudential Assurance Company Limited handled a claim made on their life and critical illness insurance policy (for the critical illness benefit). That includes changing the terms of the policy after it started and decli... (6 pages)View decision -
Decision Reference DRN-5377447
6 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5377447 The complaint Miss O complains that Moneybarn No.1 Limited, trading as Moneybarn (‘Moneybarn’) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In March 2016, Miss O acquired a used car financed by a conditional sale agreeme... (4 pages)View decision -
Decision Reference DRN-5226823
6 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5226823 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him on a national fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr A held an account with Monzo. On 15 December 2023, the account received a ... (4 pages)View decision -
Decision Reference DRN-5178657
6 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5178657 The complaint N, a limited company, complaints that Wise Payments Limited closed their account without notice. N is represented by a director, Mr C. What happened N held a multi-currency account with Wise. But in October 2023 Wise carried out a review of N’s account, and u... (2 pages)View decision
