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-5721321
20 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721321 The complaint Miss J complains Monzo Bank Ltd won’t refund money she lost as part of a crypto investment scam. Miss J is being supported in making her complaint by a representative, but for ease, I’ll refer to Miss J throughout this decision. What happened Miss J has explain... (4 pages)View decision -
Decision Reference DRN-5951457
20 Nov 2025 Co-op Funeral Plans Limited Not upheldFuneral Planning ServicesDRN-5951457 The complaint The estate of Mrs C complains that Co-op Funeral Plans Limited didn’t allow Mrs C’s funeral to take place on a weekend. The estate says this caused significant inconvenience and difficulty for the family. The estate has been represented by a relative of Mrs C’... (3 pages)View decision -
Decision Reference DRN-5523560
20 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5523560 The complaint Mrs H complains that HSBC UK Bank Plc failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) romance scam. Mrs H referred her complaint to us via a representative, however for ease I will just refer to Mrs H throughout ... (4 pages)View decision -
Decision Reference DRN-5946290
20 Nov 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5946290 The complaint Mr and Mrs D have complained that Go Car Credit Limited (Go Car) unfairly provided them with credit for a vehicle. What happened In December 2018, Mr and Mrs D entered into a finance agreement with Go Car for the purchase of a car as shown below. Mr D was made... (3 pages)View decision -
Decision Reference DRN-5957169
20 Nov 2025 Society of Lloyd's UpheldInsuranceDRN-5957169 The complaint Mr S is complaining about the way Society of Lloyd's (‘SOL’) has handled a claim he made on his commercial property insurance policy. SOL has used a number of agents to handle the claim on its behalf. But for ease of reference I shall refer to any of the a... (6 pages)View decision -
Decision Reference DRN-5857259
20 Nov 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5857259 The complaint Mr C complains Shawbrook Bank Limited made multiple mistakes dealing with an ISA transfer. What happened Mr C has an ISA with Shawbrook Bank. He has ISAs elsewhere including an ISA with a bank who I’ll refer to as “B” throughout the rest of this decision. In Sep... (4 pages)View decision -
Decision Reference DRN-5502806
20 Nov 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5502806 The complaint Mr B complains that Gain Credit LLC, trading as Drafty, has treated him unfairly with regard to his forbearance request. What happened Mr B held a credit facility with Drafty. In December 2024, he contacted Drafty to let it know he was struggling; Mr B asked ... (3 pages)View decision -
Decision Reference DRN-5918177
20 Nov 2025 AWP P&C S.A. Not upheldInsuranceDRN-5918177 The complaint Mr M is unhappy with the way AWP P&C SA handled a claim made under his travel insurance policy (‘the policy’). The airline cancelled an internal flight abroad because of a storm and he was unable to continue with a pre-booked itinerary (with his wife and ch... (3 pages)View decision -
Decision Reference DRN-5834124
20 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5834124 The complaint Mr L is unhappy that Inter Partner Assistance SA (IPA) declined a claim made on a travel insurance policy (‘the policy’) after he required emergency medical treatment whilst abroad. All reference to IPA includes its agents. What happened Whilst abroad, Mr L ex... (7 pages)View decision -
Decision Reference DRN-5706839
20 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5706839 The complaint Mr and Mrs S complain that HSBC UK Bank Plc (HSBC) is refusing to refund them the amount they lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr a... (3 pages)View decision
