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 382298 results
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Decision Reference DRN-5773836
10 Nov 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5773836 The complaint Mr Z has complained that Starr International (Europe) Limited unfairly and unreasonably refused to deal with his claim under his mobile phone policy when he lost his mobile phone. What happened Mr Z said he lost his phone on 28 January 2025 whilst on public tr... (2 pages)View decision -
Decision Reference DRN-5803078
10 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5803078 The complaint Mr Y is unhappy with National Westminster Bank PLC. I will refer to Mr Y throughout although he is acting as the executor on behalf of the estate of Mr M. Mr Y said NatWest disclosed Mr M’s account details to another family member without the proper authority.... (3 pages)View decision -
Decision Reference DRN-5939564
10 Nov 2025 Cigna Europe Insurance Company SA UpheldInsuranceDRN-5939564 The complaint Mr M is unhappy with the service he received from CIGNA Europe Insurance Company SA under his global health insurance policy (‘the policy’), including being given incorrect information about whether a claim would be covered. What happened I issued my provision... (4 pages)View decision -
Decision Reference DRN-5823683
10 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5823683 The complaint Ms B and Mr G complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened Since 2009, Ms B and Mr G had been signed up to a newsletter with an introducer I’ll refer to as I. In one of the newsle... (3 pages)View decision -
Decision Reference DRN-5629354
10 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5629354 The complaint Mrs O has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money she lost after falling victim to a scam. What happened In summary, in 2025 Mrs O was contacted by a scammer posing as a recruiter. They offered her a remote flexible job ... (2 pages)View decision -
Decision Reference DRN-5754318
10 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5754318 The complaint Mrs T’s complaint is about a claim she made on her Covea Insurance plc pet insurance policy, which Covea declined. Mrs T says Covea treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN-5785381
10 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5785381 The complaint Mrs O has complained that TSB Bank plc won’t refund the money she lost after falling victim to a scam. What happened In summary, in 2025 Mrs O was contacted by a scammer posing as a recruiter. They offered her a remote flexible job carrying out simple tasks for... (2 pages)View decision -
Decision Reference DRN-5922784
10 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5922784 The complaint Ms B and Mr G complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened Since 2009, Ms B and Mr G had been signed up to a newsletter with an introducer I’ll refer to as I. In one of the newsle... (3 pages)View decision -
Decision Reference DRN-5816408
10 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5816408 The complaint Mr W complains that MotoNovo Finance Limited trading as MotoNovo Finance (MotoNovo) recorded incorrect information on his credit file. What happened In March 2025, Mr W made an enquiry through a dealership about finance for a vehicle. The credit broker made enq... (2 pages)View decision -
Decision Reference DRN-5725898
10 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5725898 The complaint Mr D is unhappy with how Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (‘Novuna’) have reported his loan to the credit reference agencies (CRAs). Mr D is also unhappy with how Novuna engaged with him. What happened In June 2024 Mr D entered ... (3 pages)View decision
