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 384133 results
-
Decision Reference DRN-5619065
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5619065 The complaint Mr P complains that Revolut Ltd failed to protect him from a scam. Mr P is being represented by a firm I will refer to as “W”. What happened In February 2024, Mr P found an investment opportunity online with a company I will call “O”, which offered the chance t... (4 pages)View decision -
Decision Reference DRN-5913763
1 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5913763 The complaint Ms I is unhappy with how she’s been treated by Santander UK Plc. She says Santander made an error in sending correspondence to an address in the UK when it was aware not to do this. She’s also unhappy that Santander asked her to provide sensitive information by... (3 pages)View decision -
Decision Reference DRN-5957962
1 Dec 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5957962 The complaint Mr M complains Tesco Underwriting Limited (Tesco) unfairly declined a claim he made on a motor insurance policy. What happened Mr M said his parked car was hit by a third party who admitted full liability for the incident. Mr M firstly made a claim for the dam... (3 pages)View decision -
Decision Reference DRN-5741468
1 Dec 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5741468 The complaint Mr R has complained that Assurant General Insurance Limited have refused to settle his claim without him returning the broken one. What happened Mr R’s phone broke, and he couldn’t turn it on or charge it, so he made a claim for a repair under his policy. Ass... (2 pages)View decision -
Decision Reference DRN-5889539
1 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5889539 The complaint Mr A is unhappy with how Admiral Insurance (Gibraltar) Limited has dealt with a motor insurance claim. What happened Mr A was involved in a non-fault accident in February 2024. He contacted Admiral to report the accident but felt it didn’t assist him in recover... (3 pages)View decision -
Decision Reference DRN-5833163
1 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5833163 The complaint Mr G was unhappy his claim for storm damage to the wall of his property was declined by Aviva Insurance Limited (“Aviva”) under his home insurance policy. What happened Mr G made a claim to Aviva when heavy rainfall caused damage to the boundary wall of his pro... (3 pages)View decision -
Decision Reference DRN-5380589
1 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5380589 The complaint Miss D complains that The Royal Bank of Scotland Plc (RBS) has declined to refund disputed transactions that were made from her account. What happened Between 3 July and 13 August 2024, five disputed transactions totalling £13,700 debited Miss D’s account. Thre... (3 pages)View decision -
Decision Reference DRN-5986338
1 Dec 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5986338 The complaint Miss P is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited was misrepresented at the point of supply. Miss P has been represented during the claim and complaint process by R, a professional representative.... (6 pages)View decision -
Decision Reference DRN-5801868
1 Dec 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5801868 The complaint Mr L complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED was irresponsible in its lending to him. He wants his credit card balance to be written off, and all interest and charges paid on the account refunded. What happened Mr L was issued with an American E... (3 pages)View decision -
Decision Reference DRN-5729711
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5729711 The complaint Mr W complains about the way U K Insurance Limited trading as Churchill (UKI) handled his claim under a motor insurance policy. What happened The circumstances of this case are well known to both parties, but in summary Mr W was involved in a car accident in Ap... (4 pages)View decision
