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 385994 results
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Decision Reference DRN-5673979
7 Jul 2025 BUPA Insurance Limited UpheldInsuranceDRN-5673979 The complaint Mrs P is unhappy that BUPA Insurance Limited (BUPA) declined a claim under her private medical insurance policy. Mrs P is being represented on this complaint. I will however refer to Mrs P throughout this decision. What happened Mrs P has cover on a group priva... (4 pages)View decision -
Decision Reference DRN-5067681
7 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5067681 The complaint Miss E complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money she believes she lost to an authorised push payment (‘APP’) scam. What happened In October 2019, Miss E made two payments to a third party – whom I’ll r... (4 pages)View decision -
Decision Reference DRN-5469654
7 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5469654 The complaint Mr S is unhappy with Bank of Scotland trading as Halifax. He found that his debit card was blocked, and he was unable to make certain important payments. What happened Mr S said in December 2024 he suffered significant issues due to the card being blocked and ... (3 pages)View decision -
Decision Reference DRN-5623243
7 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5623243 The complaint Mr and Mrs P have complained that U K Insurance Limited (“UKI”) declined a claim they made on their home insurance policy. As Mr P has primarily dealt with the matter, I’ll refer to him on behalf of Mrs P for ease of reading. Reference to UKI includes its agen... (2 pages)View decision -
Decision Reference DRN-5584623
7 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5584623 The complaint Mrs L complains about the advice given when taking out a whole of life policy she holds with The Royal London Mutual Insurance Society Limited trading as Scottish Provident. What happened In early 2025 Mrs L complained to Scottish Provident saying the policy ha... (2 pages)View decision -
Decision Reference DRN-5475103
7 Jul 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5475103 The complaint Mrs C is unhappy with how BUPA Insurance Limited (BUPA) has handled her private medical insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Mrs C... (2 pages)View decision -
Decision Reference DRN-5157205
7 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5157205 The complaint Miss I complains Mercedes-Benz Financial Services UK Limited (“MBFS”) supplied her with a car that was that wasn’t of satisfactory quality. What happened The details of this case are well known to both parties, so I won’t repeat them. The facts are not in dispu... (2 pages)View decision -
Decision Reference DRN-5489113
7 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5489113 The complaint Mr H complains that despite asking Monzo Bank Ltd to place a gambling block on his account, transactions were still permitted causing him financial harm. What happened Mr H holds an account with Monzo. In November 2024, he asked Monzo to place a block on gambli... (3 pages)View decision -
Decision Reference DRN-5673666
7 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5673666 The complaint Mr T has complained about Capital One (Europe) plc recording a search on his credit file for a credit card application which he said he didn’t make. What happened In 2024, Mr T applied for a credit card under one of Capital One’s brands. A hard search was recor... (4 pages)View decision -
Decision Reference DRN-5655045
7 Jul 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5655045 The complaint A limited company, which I will call S, has complained about the handling of a claim made under its commercial insurance policy with Great Lakes Insurance UK Limited. Ms C, as a director of S, has complained on its behalf. Ms C is also represented in this compl... (4 pages)View decision
