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 386169 results
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Decision Reference DRN-5932374
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5932374 The complaint Mr K complains Monzo Bank Ltd won’t refund money he says he lost as part of a scam. Mr K is supported in making his complaint by a representative, but for ease, I’ll refer to Mr K throughout this decision. What happened Mr K has explained that in 2024 he was in... (3 pages)View decision -
Decision Reference DRN-5839971
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5839971 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund him Mr M has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will refer to Mr M throughout this ... (5 pages)View decision -
Decision Reference DRN-5932379
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5932379 The complaint Mr K complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund money he says he lost as part of a scam. Mr K is supported in making his complaint by a representative, but for ease, I’ll refer to Mr K throughout this decision. What happen... (3 pages)View decision -
Decision Reference DRN-5795054
28 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5795054 The complaint Ms L has complained about her appliance insurer Domestic and General Insurance Plc because it won’t exchange a replacement dual washing machine and tumble dryer it provided and installed. What happened Ms L had a policy with D&G. Following a dispute, D&... (3 pages)View decision -
Decision Reference DRN-5869174
28 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5869174 The complaint Mr and Mrs C complain that Aviva Insurance Limited declined their travel insurance claim. My references to Aviva include its claim handling agent. As Mr C has taken the lead on the claim and complaint I’ll refer to Mr C to include both complainants unless the ... (4 pages)View decision -
Decision Reference DRN-5919832
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5919832 The complaint Mr H is unhappy with HSBC UK Bank Plc. Mr H said HSBC won’t amend his postal address back to his original home address. He said this was after it agreed to change it to a temporary one in another country when he moved there for a period in 2023. What happened ... (3 pages)View decision -
Decision Reference DRN-5767421
28 Nov 2025 Exeter Friendly Society Limited Not upheldInsuranceDRN-5767421 The complaint Mr D is unhappy that Exeter Friendly Society Limited didn’t renew his private health insurance policy (‘the policy’), that it collected a premium for the policy even though the policy wasn’t going to be renewed and that he was prevented from the benefit limits ... (2 pages)View decision -
Decision Reference DRN-5794889
28 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5794889 The complaint Mr O is unhappy with Inter Partner Assistance (IPA) SA’s handling of his travel insurance claim. What happened Mr O has travel insurance with IPA. He booked a week’s cruise, leaving the UK on 7 December 2024 – 14 December 2024. Unfortunately, the cruise departe... (2 pages)View decision -
Decision Reference DRN-5382520
28 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5382520 The complaint Mr A complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well ... (4 pages)View decision -
Decision Reference DRN-5760128
28 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5760128 The complaint Miss L has complained Santander UK Plc failed to return funds she lost when she fell victim to a job scam. The complaint was brought to us through a representative but for ease I will refer to their comments as being Miss L’s. What happened Miss L said she wa... (6 pages)View decision
