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 381196 results
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Decision Reference DRN-5643071
10 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5643071 The complaint Mrs P complains about the amount Admiral Insurance (Gibraltar) Limited (“Admiral”) valued her car for when she made a claim under her motor insurance policy. What happened Mrs P had a motor insurance policy with Admiral covering her car. In July 2024 she was in... (3 pages)View decision -
Decision Reference DRN-5636474
10 Jul 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5636474 The complaint Mr B has complained that Red Sands Insurance Company (Europe) Limited declined a claim he made on his contents insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the ci... (2 pages)View decision -
Decision Reference DRN-5659607
10 Jul 2025 BUPA Insurance Limited UpheldInsuranceDRN-5659607 The complaint Mr P complains that BUPA Insurance Limited mis-sold him a private medical insurance policy. What happened Mr P obtained quotes to buy a private medical insurance policy, underwritten by BUPA, online. Mr P spoke to BUPA on the telephone on a number of occasions ... (3 pages)View decision -
Decision Reference DRN-5476842
10 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5476842 The complaint Miss P complains that Bank of Scotland Plc (trading as Halifax) won’t refund the money she says she lost to a scam. What happened Miss P was looking for a builder to complete an extension on her property. She placed an advert on a well-known website setting ou... (3 pages)View decision -
Decision Reference DRN-5641421
10 Jul 2025 MoneyGram International Limited UpheldBanking and PaymentsDRN-5641421 The complaint Miss M complains about the service received from MoneyGram International Limited (“MoneyGram”) when using it to send money. What happened On 27 January 2024 Miss M sent £1,090.75 using MoneyGram to a relative’s account and the money never arrived as intended. ... (2 pages)View decision -
Decision Reference DRN-5622065
10 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5622065 The complaint Mr G complains Revolut Ltd didn’t protect him from harmful and compulsive spending. What happened Mr G complained to Revolut, saying it had a duty of care to protect his money, identify harmful behaviour and gambling. Mr G said he’d spent well over one hundre... (5 pages)View decision -
Decision Reference DRN-5683013
10 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5683013 The complaint Mr B complains about how The National Farmers’ Union Mutual Insurance Society Limited (‘NFU’) handled his home insurance claim. What happened In mid-2019, Mr B made a claim under his home insurance policy with NFU after his property was flooded. But after dryi... (5 pages)View decision -
Decision Reference DRN-5056787
10 Jul 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5056787 The complaint Miss C is unhappy that Prepay Technologies Limited applied a Cifas marker against her name. She would like the marker removed. Monese is an agent of Prepay Technologies Limited, but I shall refer to Monese throughout this decision. What happened The background... (3 pages)View decision -
Decision Reference DRN-5386361
10 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5386361 The complaint Mr B is complaining that Vanquis Bank Limited lent to him irresponsibly by providing him with, and then increasing the credit limit on, a credit card account. Mr B is represented in his complaint, but for ease I’ve written as if we’ve dealt directly with him. W... (4 pages)View decision -
Decision Reference DRN-5624829
10 Jul 2025 Tesco Personal Finance Limited Not upheldInsuranceDRN-5624829 The complaint Mr E complains about Tesco Personal Finance Limited (trading as ‘Tesco Bank’) and says they didn’t properly deal with a claim he told them about. What happened Mr E held a home insurance policy that was arranged and administered by Tesco Bank, who were acting ... (3 pages)View decision
