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 370903 results
-
Decision Reference DRN-5659054
4 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5659054 The complaint Mr B complains about the service he received from Nationwide Building Society (NBS) after he reported his debit card as missing. What happened Mr B said he realised his NBS debit card was missing so contacted NBS to report it. He explained NBS agreed to send o... (3 pages)View decision -
Decision Reference DRN-5528521
4 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5528521 The complaint Mr O complains that Revolut Ltd didn’t do enough to protect him at a time he was falling victim to a scam and that it hasn’t refunded him since he reported it. What happened The background to this complaint is well-known to both parties and so I’ll only summar... (4 pages)View decision -
Decision Reference DRN-5655555
4 Jul 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5655555 The complaint Mr C complains about how Domestic & General Insurance Plc dealt with his claim under his ‘Sky Protect Device’ insurance policy. What happened Mr C has a Sky Protect insurance policy, insured by D&G. Around May 2024 he reported a fault with his 2 terabyt... (6 pages)View decision -
Decision Reference DRN-5586878
4 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5586878 The complaint Mr E complained because HSBC UK Bank Plc refused to refund him for cash machine withdrawals which he said he hadn’t made. What happened Mr E switched his bank account to HSBC in early October 2024. He received an email on 9 October which confirmed his new acco... (4 pages)View decision -
Decision Reference DRN-5666188
4 Jul 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5666188 The complaint Mr and Mrs S complain about Astrenska Insurance Limited’s handling of their travel insurance claim. What happened Mr and Mrs S hold an annual travel insurance policy with Astrenska. They were due to travel abroad on 26 October 2024. However, Mr S’s brother-in ... (4 pages)View decision -
Decision Reference DRN-5584656
4 Jul 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5584656 The complaint Mr M complains about the delay in transferring the value of his pension plan provided by Quai Investment Services Limited (formerly Intelligent Money) to another pension provider. He says the delay caused him inconvenience and believes it also resulted in a fin... (4 pages)View decision -
Decision Reference DRN-5411887
4 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5411887 The complaint Miss S has complained Lloyds Bank PLC has offered her inadequate compensation after removing a fraud-related marker from her record on the industry fraud database. What happened In late 2019, Miss S was a victim of a scam. Three payments were made from her acco... (2 pages)View decision -
Decision Reference DRN-5513091
4 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5513091 The complaint Mr L has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the valuation of his car after it was deemed a total loss following a claim under his motor insurance policy. What happened Mr L made a claim under his motor insurance policy ... (2 pages)View decision -
Decision Reference DRN-5627005
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5627005 The complaint Mr P has complained Nationwide Building Society won’t refund two transactions he says he didn’t authorise. What happened In December 2024 Mr P contacted Nationwide to dispute two transactions on his account which he’d not made. These were payments to an individ... (2 pages)View decision -
Decision Reference DRN-5642154
4 Jul 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5642154 The complaint Mr T complains because CIGNA Life Insurance Company of Europe SA-NV (‘CIGNA’) retrospectively added an exclusion to his private medical insurance policy and declined his claim. What happened Mr T holds a private medical insurance policy, underwritten by CIGNA. ... (4 pages)View decision
