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 370149 results
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Decision Reference DRN-5649920
27 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5649920 The complaint Miss P complains HSBC UK Bank Plc won’t refund two transactions made from her account which she says she did not make or authorise. What happened Miss P says her phone was stolen in the early hours of 7 July 2024. Shortly afterwards, two transactions were made... (3 pages)View decision -
Decision Reference DRN-5328728
27 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5328728 The complaint Ms B complained about the way National Westminster Bank Public Limited Company (NatWest) dealt with a claim for a refund for services she’d paid for using her debit card. What happened Ms B booked a package holiday through an online travel website I’ll call E,... (4 pages)View decision -
Decision Reference DRN-5101715
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5101715 The complaint Mr V is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr V is being represented by a claims management company but for ease of reading I’ll only refer to Mr V in the decision. What happened The detailed background to this comp... (4 pages)View decision -
Decision Reference DRN-5652770
27 Jun 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5652770 The complaint Mr P complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with loans that he couldn’t afford to repay. What happened A summary of Mr P’s borrowing can be found below. loan number loan amount agreement date repa... (5 pages)View decision -
Decision Reference DRN-5651895
27 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5651895 The complaint Mr T complains that Aviva Insurance Limited declined a personal accident claim under his travel insurance policy. What happened Mr T held a travel insurance policy through his bank account, provided by Aviva. The policy included personal accident cover. Mr T ... (5 pages)View decision -
Decision Reference DRN-5568952
27 Jun 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5568952 The complaint W, a limited company, complains Great Lakes Insurance SE turned down a claim it made on its business protection insurance policy. What happened In May 2022 a member of the public fell down a step while at an event at W’s premises. In January 2023 W received a l... (3 pages)View decision -
Decision Reference DRN-5260811
27 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5260811 The complaint Miss V complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a job scam. Miss V has been represented by a claims management company throughout her complaint. I have referred to them as Miss V’s representatives. What h... (5 pages)View decision -
Decision Reference DRN-5494761
27 Jun 2025 U K Insurance Limited UpheldInsuranceDRN-5494761 The complaint Mr W complains about U K Insurance Limited trading as NIG’s settlement of a claim made under his farm insurance policy after a storm caused damage to his home and farm buildings. What happened The background to this complaint is well known to both parties, so I... (5 pages)View decision -
Decision Reference DRN-5603687
27 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5603687 The complaint Mr R’s complaint is about the settlement provided for a claim made under his home insurance policy with Royal & Sun Alliance Insurance Limited (“RSA”). Mr R is represented in this complaint but I will refer to Mr R throughout for ease. What happened In Nove... (3 pages)View decision -
Decision Reference DRN-5502031
27 Jun 2025 One Insurance Limited Not upheldInsuranceDRN-5502031 The complaint Mrs B is unhappy with what One Insurance Limited did when she sought assistance from her legal expenses insurance policy. What happened In March 2024 Mrs B took out home insurance and added legal expenses cover to that. She says she contacted One on 17 July see... (2 pages)View decision
