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 384134 results
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Decision Reference DRN-5816528
28 Nov 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5816528 The complaint Mrs E complained that Hastings Insurance Services Limited (“Hastings”) unfairly referred a disputed charge to a debt collector and failed to respond to a Subject Access Request (SAR) regarding her motor insurance policy. What happened Mrs E said she changed veh... (4 pages)View decision -
Decision Reference DRN-5980076
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5980076 The complaint and what happened Ms B complains Revolut Ltd won’t reimburse money she lost when she fell victim to a crypto investment scam. The full details of this complaint are well known to all parties, so I won’t repeat them here. Instead, I’ll recap the key points, and f... (7 pages)View decision -
Decision Reference DRN-5741365
28 Nov 2025 Medicash Health Benefits Limited Not upheldInsuranceDRN-5741365 The complaint Ms U has complained that Medicash Health Benefits Limited has refused to reinstate her private medical insurance policy. What happened Ms U paid the monthly premiums by direct debit. She says that her bank made an error, resulting in payments not going out. M... (2 pages)View decision -
Decision Reference DRN-5791077
28 Nov 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5791077 The complaint Ms C complains that Yorkshire Building Society (YBS) won’t refund her money she says she lost in an investment scam. Ms C is being represented by a professional representative, but for ease of reading I’ll just refer to Ms C. What happened The circumstances sur... (4 pages)View decision -
Decision Reference DRN-5970321
28 Nov 2025 Aioi Nissay Dowa Insurance UK Limited UpheldInsuranceDRN-5970321 The complaint Mr W complains about how Aioi Nissay Dowa Insurance UK Limited (UKL) handled a claim made on his motor insurance policy. What happened Mr W’s car was damaged and UKL took it for repairs. But Mr W was unhappy with the repairs, and he said further damage had bee... (2 pages)View decision -
Decision Reference DRN-5950965
28 Nov 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5950965 The complaint Miss M has complained TSB Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss M held an account with TSB. This wasn’t her only account so when her cousin needed somewhere to enable his universal credits ... (2 pages)View decision -
Decision Reference DRN-5964792
28 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5964792 The complaint Mr R complains about the quality of a car that was supplied through a motor finance agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (BMWFS). What happened In October 2023, Mr R acquired a used car through a hire purchase... (4 pages)View decision -
Decision Reference DRN-5092864
28 Nov 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5092864 The complaint Ms S complains about a reviewable whole of life policy she holds with Zurich Assurance Ltd. She’s unhappy with the outcome of a policy review in 2024 which meant she either had to significantly increase her monthly premiums or face a reduction of around 17% in ... (4 pages)View decision -
Decision Reference DRN-5827593
28 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5827593 The complaint Mrs M was unhappy part of her claim for storm damage to her wall was unfairly declined by Admiral Insurance (Gibraltar) Limited (“Admiral”) under her home insurance policy. What happened Mrs M made a claim to Admiral when bad weather caused damage to the bounda... (3 pages)View decision -
Decision Reference DRN-5720761
28 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5720761 The complaint Mrs A complains about Starling Bank Limited. She says that she fell victim to a scam and would like Starling to refund her the £6,000 lost under the Lending Standards Board’s Contingent Reimbursement Model (CRM) Code, to which Starling is a signatory. What ha... (2 pages)View decision
