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 383541 results
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Decision Reference DRN-5502103
2 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5502103 The complaint The representative of the estate of the late Mr B is unhappy Revolut Ltd (“Revolut”) won’t reimburse them for the money Mr B lost when he fell victim to a scam. For the sake of readability, I will refer to Mr B throughout this decision rather than the late Mr B... (9 pages)View decision -
Decision Reference DRN-5664561
2 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5664561 The complaint Mr and Mrs G say Santander UK Plc (‘Santander’), hasn’t treated them fairly following an ‘authorised push payment’ (‘APP’) investment scam they fell victim to. They say Santander should reimburse them for the money they lost along with compensatory interest as ... (7 pages)View decision -
Decision Reference DRN-5122737
2 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5122737 The complaint Ms L complains that Capital One (Europe) plc (‘Capital One’) won’t refund the money she lost when she says she fell victim to a scam. What happened In June 2024 Ms L’s representative complained to Capital One about payments she had made to a company I’ll call B... (3 pages)View decision -
Decision Reference DRN-5664379
2 Jul 2025 Chubb European Group SE UpheldInsuranceDRN-5664379 The complaint Mr A has complained that Chubb European Group SE declined to pay his claim under the refund protection benefit on his Travel, Purchase and Refund policy attached to his credit card. This is because the retailer wouldn’t refund an additional air pod he had purch... (4 pages)View decision -
Decision Reference DRN-5608810
2 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5608810 The complaint A company, which I’ll refer to as R, complains about the way U K Insurance Limited trading as NIG (“UKI”) dealt with a claim on R’s business protection insurance policy. Miss P, who is a director of R, brings the complaint on R’s behalf. What happened R has a s... (3 pages)View decision -
Decision Reference DRN-5664631
2 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5664631 The complaint Mr D and Mrs D’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an... (13 pages)View decision -
Decision Reference DRN-5122729
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5122729 The complaint Ms L complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money she lost when she says she fell victim to a scam. What happened In June 2024 Ms L’s representative complained to NatWest about three payments she had made to... (2 pages)View decision -
Decision Reference DRN-5601378
2 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5601378 The complaint Mr S complains about the impact of an IT outage which affected customers of Barclays Bank UK PLC. He is also unhappy with the service he received while complaining about the outage. What happened During the weekend of 31 January 2025, Barclays suffered an IT ou... (4 pages)View decision -
Decision Reference DRN-5656801
2 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5656801 The complaint Mrs C has complained that Ageas Insurance Limited declined a claim she made under her home insurance policy. Reference to Ageas includes its agents and representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Mr... (5 pages)View decision -
Decision Reference DRN-5656994
2 Jul 2025 Andrew Smith UpheldInsuranceDRN-5656994 The complaint Mr D has complained about Andrew Smith. Mr D had contracted with it to handle his property insurance claim made after a water leak damaged his let property. He thinks Andrew Smith caused delays which affected the progress of the claim and resulted in losses. A... (3 pages)View decision
