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 385796 results
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Decision Reference DRN-5935306
28 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5935306 The complaint Mr and Mrs M complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid their travel insurance claim. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Mr and Mrs M and their child are insured ... (3 pages)View decision -
Decision Reference DRN-5838835
28 Nov 2025 Extracover Limited UpheldInsuranceDRN-5838835 The complaint Mr S complains about how Extracover Limited trading as Zego administered a commercial motor insurance policy. What happened Mr S first took out the cover with Extracover in June 2023. The cover is flexible and offers cover when making food deliveries. A new pol... (2 pages)View decision -
Decision Reference DRN-5898191
28 Nov 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5898191 The complaint Miss P complains that Advantage Insurance Company Limited failed to carry out the required rectification work following a claim on her motor insurance policy. Miss P’s policy is branded in the name of the insurance intermediary that administers it. But Advantag... (3 pages)View decision -
Decision Reference DRN-5982932
28 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5982932 The complaint Mrs B complains that Ageas Insurance Limited has unfairly declined her claim for repairs to her roof and internal damage under her buildings insurance policy. What happened Mrs B has a buildings insurance policy. This is insured through Ageas. In September 2024... (5 pages)View decision -
Decision Reference DRN-5921576
28 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5921576 The complaint Mrs S complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund £15,000 she lost to an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. After inheriting... (4 pages)View decision -
Decision Reference DRN-5977812
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5977812 The complaint Miss S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money she says she lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don... (6 pages)View decision -
Decision Reference DRN-5959194
28 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5959194 The complaint Mr D complains that Santander UK Plc have decided to start charging him for his business account, after previously promising it would be fee free. What happened In 2005 Mr D opened his business account with Abbey (now Santander) – with the promise that the acc... (3 pages)View decision -
Decision Reference DRN-5797692
28 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5797692 The complaint Mr G is unhappy that Wise Payments Limited (‘Wise’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties. So, I won’t repeat e... (4 pages)View decision -
Decision Reference DRN-5981633
28 Nov 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5981633 The complaint Mr and Mrs B have complained that Red Sands Insurance Company (Europe) Limited declined a claim they made on a travel insurance policy. As it is Mr B leading on the complaint, for ease, I will mostly just be referring to him in this decision. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5981347
28 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5981347 The complaint Mrs M complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) refused to refund the money she had paid for faulty furniture. What happened On 21 June 2024 Mrs M order three identical items of furniture from an online site. She was unaware the seller w... (3 pages)View decision
