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 384131 results
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Decision Reference DRN-5465535
21 Nov 2025 National House-Building Council Not upheldInsuranceDRN-5465535 The complaint Mr A has complained about the way National House-Building Council (‘NHBC’) has handled a claim he made for damage caused to his apartment by an ingress of water from a defective roof. What happened Mr A purchased a new build, top floor apartment with roof terra... (5 pages)View decision -
Decision Reference DRN-5833987
21 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5833987 The complaint Miss E had an account with Monzo Bank Ltd. She alerted Monzo to vulnerabilities she was facing and transactions she was disputing. Miss E is unhappy that Monzo hasn’t refunded the transactions, hasn’t supported her after she told it of her vulnerabilities, and ... (4 pages)View decision -
Decision Reference DRN-5966789
21 Nov 2025 Aspen Insurance UK Limited UpheldInsuranceDRN-5966789 The complaint Mr D who is a director of C complains Aspen Insurance UK Limited (“Aspen”) unfairly decided and poorly managed a claim made by C on a “block” property insurance policy. He says Aspen hasn’t acted in line with regulations and industry guidelines and has: - Faile... (4 pages)View decision -
Decision Reference DRN-5846323
21 Nov 2025 Taptap Send UK Limited Not upheldBanking and PaymentsDRN-5846323 The complaint Mr A complains about Taptap Send UK Limited. He says that Taptap declined to refund him after he tried to make an overseas payment. What happened Mr A attempted to make a payment from his bank account with ‘N’ to Taptap with the intention of sending these fun... (2 pages)View decision -
Decision Reference DRN-5786363
21 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5786363 The complaint Ms N complains that Santander UK Plc will not reimburse funds she says she lost to scams. Ms N is represented by a firm, but for ease I have only referred to Ms N in my decision. What happened Ms N says that between November 2021 and March 2024 she made payme... (2 pages)View decision -
Decision Reference DRN-5946464
21 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5946464 The complaint Mr S says Revolut Ltd (‘Revolut’), didn’t do enough to help when he fell victim to an authorised push payment (‘APP’) investment scam. He says Revolut should reimburse him the money he lost. What happened The background to this complaint was set out in detail ... (3 pages)View decision -
Decision Reference DRN-5956192
21 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5956192 The complaint Mrs M complains that HSBC UK Bank Plc (“HSBC”), have failed to refund money that she lost as part of an investment scam. What happened Mrs M came across three companies that purported to be investment firms, but they were actually scams. I will call these fir... (3 pages)View decision -
Decision Reference DRN-5879505
21 Nov 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5879505 The complaint Mr H complains that SCOTTISH WIDOWS LIMITED trading as Clerical Medical (‘Clerical Medical’) caused unreasonable delays in responding to requests, from his financial adviser, for information about his pension scheme. He considers that the delay caused him to su... (3 pages)View decision -
Decision Reference DRN-5678986
21 Nov 2025 Old Mill Financial Planning LLP Not upheldInvestmentsDRN-5678986 The complaint Mr B has complained he was mis-sold an Enterprise Investment Scheme (‘EIS’) by Old Mill Financial Planning Limited (‘Old Mill’). To put the matter right Mr B wants to be financially compensated. What happened In October 2017 Mr B was advised by Old Mill to inv... (7 pages)View decision -
Decision Reference DRN-5963009
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5963009 The complaint Mrs K and Mr S have complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) mis-sold them a Premier Reward Black packaged bank account on 2 December 2020. Mrs K and Mr S have given a number of reasons why they say the account was mis-sold. ... (3 pages)View decision
