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 369227 results
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Decision Reference DRN-5534807
20 Jun 2025 CIGNA Europe Insurance Company SA-NV Not upheldInsuranceDRN-5534807 The complaint Mr and Mrs C are unhappy that CIGNA Europe Insurance Company SA-NV didn’t pay the full cost of their claim. What happened Mr and Mrs C have dental cover with CIGNA. In July 2024, Mr C reached out to CIGNA to discuss dental treatment he’d arranged for the follow... (3 pages)View decision -
Decision Reference DRN-5594025
20 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5594025 The complaint Mrs T complains that Nationwide Building Society (Nationwide) have not paid her £175 for switching her current account to them. Nationwide said Mrs T didn’t complete one of the necessary steps (using her debit card within 31 days) to be eligible for the switch ... (2 pages)View decision -
Decision Reference DRN-5484197
20 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5484197 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5489256
20 Jun 2025 Wakam UpheldInsuranceDRN-5489256 The complaint Mr J complains that the premium on his pet insurance policy, underwritten by Wakam, was to almost double at renewal. What happened Mr J has a pet insurance policy for his pet dog. He bought the policy in August 2020 and has renewed it each year since. When the... (2 pages)View decision -
Decision Reference DRN-5453564
20 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5453564 The complaint Mr N complains Monzo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name after transactions he didn’t authorise occurred on his account. What happened The detailed background to thi... (4 pages)View decision -
Decision Reference DRN-5638363
20 Jun 2025 Intrum Mortgages UK Finance Limited UpheldMortgagesDRN-5638363 The complaint Mr F is unhappy with how the interest rate has varied on his buy-to-let (BTL) mortgage with Intrum Mortgages UK Finance Limited. Mr F states the interest rate rises have no relation to Intrum’s cost of funds and he feels the interest rate should track the Bank ... (7 pages)View decision -
Decision Reference DRN-5286608
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5286608 The complaint Miss P is unhappy that Santander UK Plc (“Santander”) won’t refund her the money she lost to a third-party scam. What happened The background to this complaint is set out in the investigator’s view of 8 January 2025 so I won’t repeat it all here. But briefly M... (3 pages)View decision -
Decision Reference DRN-5638138
20 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5638138 The complaint Mr C has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr C says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (31 pages)View decision -
Decision Reference DRN-5483487
20 Jun 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5483487 The complaint Ms S’s complaint is about a mortgage account held with The Royal Bank of Scotland PLC trading as The One Account (and referred to here as RBS). Ms S says she was told by RBS on the telephone on 4 October 2024 that it had issued a final response letter (FRL) on... (4 pages)View decision -
Decision Reference DRN-5370224
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5370224 The complaint Mr M is complaining that Santander UK Plc didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr M. What happened In 2021 and 2022 Mr M made pa... (2 pages)View decision
