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 370149 results
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Decision Reference DRN-5184875
13 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5184875 The complaint Mr G and Ms G complain about Royal & Sun Alliance Insurance Limited’s handling of a claim they made under their home insurance policy for damage caused by subsidence. What happened The background to this complaint is well known to both parties, so I’ll prov... (3 pages)View decision -
Decision Reference DRN-5343174
13 Mar 2025 One Insurance Limited Not upheldInsuranceDRN-5343174 The complaint Mr H complains about how One Insurance Limited (“One”) avoided his motor insurance policy (treated it like it never existed) and wouldn’t pay his claim for the theft of his van and tools. What happened Mr H had a motor insurance policy with One covering his van... (3 pages)View decision -
Decision Reference DRN-5348514
13 Mar 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5348514 The complaint Mr C complains about the service he received from Bank of Scotland plc trading as Halifax when he visited his local branch to discuss his lending needs. What happened On 21 November 2024 Mr C visited his local branch of Bank of Scotland to discuss a personal lo... (2 pages)View decision -
Decision Reference DRN-5394046
13 Mar 2025 Scottish Friendly Assurance Society Limited UpheldInvestmentsDRN-5394046 The complaint Mr L complains that Scottish Friendly Assurance Society Limited (‘SFAS’) gave him incorrect information about the surrender value of his investment bond. He says that he received c£27,000 more than he was expecting and as a consequence, this meant that he had t... (7 pages)View decision -
Decision Reference DRN-5319672
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5319672 The complaint Mr A is complaining that Monzo Bank Ltd hasn’t reimbursed him for payments he made to a scam. What happened Both parties are familiar with the circumstances of this complaint so I won’t go into detail here. In short, Mr A fell victim to a job scam in December 2... (3 pages)View decision -
Decision Reference DRN-5394173
13 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5394173 The complaint Ms R complains that Monzo Bank Ltd is unfairly holding her liable for the debt on a loan and money she lost as a result of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary... (5 pages)View decision -
Decision Reference DRN-5345626
13 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5345626 The complaint A company, which I will call N, complains that as a result of poor service by National Westminster Bank Plc (‘NatWest’) it incurred substantial loss of interest on a sum of money it had instructed NatWest to deposit in a Treasury Reserve. Mrs E, who is a direc... (3 pages)View decision -
Decision Reference DRN-5357415
13 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5357415 The complaint Mr M’s complaint arises out of a mortgage application he made to Barclays Bank UK Plc. Mr M is unhappy that in March 2024 Barclays issued an Agreement in Principle (AIP) that it would lend Mr M up to £171,000. As a result, Mr M spent time and money looking for... (3 pages)View decision -
Decision Reference DRN-5313651
13 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5313651 The complaint Mr S complains Santander UK PLC didn’t do enough to help get a refund for transactions made on his debit card. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. I also acknowledge that Mr S has separate... (2 pages)View decision -
Decision Reference DRN-5370496
13 Mar 2025 Family Assurance Friendly Society Limited Not upheldInvestmentsDRN-5370496 The complaint Miss F complains that Family Assurance Friendly Society Limited trading as OneFamily incorrectly send funds from her child trust fund (“CTF”) to the incorrect bank account provided. What happened Miss F held a CTF with OneFamily. On 19 July 2023, Miss F attempt... (2 pages)View decision
