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-5832097
22 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5832097 The complaint Mr I’s complaint is about a claim he made on his INTACT INSURANCE UK LIMITED (formerly Royal Sun & Alliance Insurance Limited) pet insurance policy. In this decision I shall refer to INTACT INSURANCE UK LIMITED as ‘Intact’. Mr I says Intact have treated him... (3 pages)View decision -
Decision Reference DRN-5832238
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5832238 The complaint Mr J has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he says he lost in a scam. What happened In 2024, Mr J complained to NatWest via representatives. He listed numerous payments made from his NatWest accoun... (3 pages)View decision -
Decision Reference DRN-5832145
22 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5832145 The complaint Mr S complains that Lloyds Bank Plc didn’t do enough to prevent him from losing money to a scam. Mr S has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr S where I also mean his representative. What happene... (3 pages)View decision -
Decision Reference DRN-5773557
22 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5773557 The complaint Mr E complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr E said he was introduced to an i... (4 pages)View decision -
Decision Reference DRN-5827621
22 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5827621 The complaint Mr A and Mrs B complain Aviva Insurance Limited (Aviva) haven’t included costs for damage to their kitchen and bathroom following a claim they made under their home insurance policy. They also complain Aviva have caused further damage to their property. This co... (5 pages)View decision -
Decision Reference DRN-5827321
22 Sep 2025 The Original Holloway Friendly Society Limited Not upheldInsuranceDRN-5827321 The complaint Mr O is unhappy that The Original Holloway Friendly Society Limited (‘the Society’) declined a claim made on his income protection insurance policy and cancelled the policy. What happened Earlier in September 2025, I issued a provisional decision explaining wh... (5 pages)View decision -
Decision Reference DRN-5574176
22 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5574176 The complaint Mr R complains about the way AXA Insurance UK Plc (‘AXA’) handled a claim he made on his motor insurance policy. What happened Mr R held a motor insurance policy with AXA. He reported a claim to them in June 2024 and AXA accepted the claim and arranged for rep... (4 pages)View decision -
Decision Reference DRN-5503189
22 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5503189 The complaint C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank hasn’t reimbursed funds it lost to an investment scam. What happened Mr M is a sole trader, and this case involves a business current account for C. It was looking online f... (3 pages)View decision -
Decision Reference DRN-5491864
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5491864 The complaint Mrs R complains that Wise Payments Limited (“Wise”) won’t reimburse funds she lost as part of a scam. What happened In October 2024, Mrs R was looking to purchase some perfume online. Mrs R found a seller of the specific perfume she was hoping to purchase, on ... (3 pages)View decision -
Decision Reference DRN-5386255
22 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5386255 The complaint X is unhappy that The Royal Bank of Scotland Plc (RBS) won’t refund payments he made because of a cryptocurrency based, investment scam. What happened In 2024, X was a victim of a cryptocurrency based, investment scam which involved 9 payments over around 2 we... (3 pages)View decision
