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 388057 results
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Decision Reference DRN-5959919
5 Dec 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5959919 The complaint Mr and Mrs T have complained about the way Accredited Insurance (Europe) Ltd dealt with the claim they made after they suffered flooding at their property. What happened The history of this matter is long and involved but, to summarise, Mr and Mrs T own a stud ... (4 pages)View decision -
Decision Reference DRN-5944368
5 Dec 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5944368 The complaint Mrs P complains about how AXA Insurance UK Plc (“AXA”) handled a claim under her car insurance policy. When I mention AXA I also mean the suppliers it uses to recover its losses. What happened Mrs P had a car insurance policy with AXA. She arranged the policy t... (3 pages)View decision -
Decision Reference DRN-5998473
5 Dec 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5998473 The complaint Mr A complains Watford Insurance Company Europe Limited (Watford) unfairly avoided his motor insurance policy and declined a claim. What happened Mr A purchased the policy online through a comparison website in May 2024. In November 2024 Mr A submitted a vand... (4 pages)View decision -
Decision Reference DRN-5672264
5 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5672264 The complaint Mrs S complains that Metro Bank PLC will not reimburse funds she lost to a scam. Mrs S is represented by a firm, for ease I have only referred to Mrs S in this decision. What happened The background to this complaint is well known to both parties so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5998728
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5998728 The complaint Mr T is bringing a complaint, as one of the directors of M. M complains that Revolut Ltd (“Revolut”) has not refunded its losses after losing money as a result of what it now believes is a scam. What happened Mr T is one of the directors of M. M entered into a... (4 pages)View decision -
Decision Reference DRN-5985997
5 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5985997 The complaint Mr R is complaining that TSB Bank plc (TSB) unfairly defaulted his account. What happened Mr R had an overdraft limit of £2,200 on an account with TSB. He’s said he rarely used the account but In May and June 2024 Mr R transferred around £2,200 out of the acco... (3 pages)View decision -
Decision Reference DRN-5755152
5 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5755152 The complaint Mr and Mrs S complain that Starling Bank Limited won’t refund the money they lost when they were the victims of a scam. What happened In February 2025, Mr A received a text message from someone who said they had been given his details by a recruitment agency a... (3 pages)View decision -
Decision Reference DRN-5672262
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5672262 The complaint Mrs S complains that Revolut Ltd will not reimburse funds she lost to a scam. Mrs S is represented by a firm, for ease I have only referred to Mrs S in this decision. What happened The background to this complaint is well known to both parties so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-5628110
5 Dec 2025 East End Fair Finance Limited Not upheldConsumer CreditDRN-5628110 Complaint Mrs C has complained about a loan which she says East End Fair Finance Limited (trading as “Fair Finance”) unfairly lent to her. She says that this loan was unaffordable given her existing indebtedness and that a portion of her income was unfairly taken into accoun... (3 pages)View decision -
Decision Reference DRN-5886020
5 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886020 The complaint Miss B complains that Monzo Bank Ltd closed her account and loaded an adverse fraud marker against her name. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Miss B held an account with M... (3 pages)View decision