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 392389 results
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Decision Reference DRN-5895716
8 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5895716 The complaint Mr M complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. For simplicity, I’ll refer to Mr M throughout this decision. What happened The background is known to both parties, so... (5 pages)View decision -
Decision Reference DRN-6002274
8 Jan 2026 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-6002274 The complaint Ms A complains that The Royal London Mutual Insurance Society Limited (RL) provided her with poor service. She said it failed to inform her that several retirement options were no longer available to her as an overseas customer. She also complains that RL provi... (10 pages)View decision -
Decision Reference DRN-5985380
8 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5985380 The complaint Mr B has complained Revolut Ltd won’t refund him for a card transaction he didn’t authorise. What happened In August 2025 Mr B was on a night out. He met up with individuals he didn’t know and ended up going out with them. The following day Mr B noted a transac... (2 pages)View decision -
Decision Reference DRN-5905046
8 Jan 2026 Ageas Insurance Limited Not upheldInsuranceDRN-5905046 The complaint Mr C is unhappy with Ageas Insurance Limited’s (Ageas) handling of a claim he made on his motorcycle insurance policy. What happened In December 2024, Mr C made a claim on his policy after his motorcycle was stolen and then recovered. Mr C was unhappy that Age... (3 pages)View decision -
Decision Reference DRN-5920529
8 Jan 2026 Inter Partner Assistance SA UpheldInsuranceDRN-5920529 The complaint Mr S and Miss B are unhappy with the assistance received from Inter Partner Assistance SA (‘IPA’) under their travel insurance policy (‘the policy’), whilst abroad. All reference to IPA includes its medical assistance team and other agents. Although Mr S and M... (5 pages)View decision -
Decision Reference DRN-6064212
8 Jan 2026 Tesco Underwriting Limited UpheldInsuranceDRN-6064212 The complaint Mrs K has complained that Tesco Underwriting Limited (Tesco) cancelled her motor insurance policy after she made a claim. What happened Mrs K took out an insurance policy with Tesco through their website on 14 April 2023. And the policy renewed on 14 April 2024... (4 pages)View decision -
Decision Reference DRN-6007479
8 Jan 2026 Charter Court Financial Services Limited Not upheldMortgagesDRN-6007479 The complaint Ms H complains that Charter Court Financial Services Limited trading as Precise Mortgages charged extortionate fees when she took out a new interest rate product and misled her when she repaid her buy to let mortgage, resulting in her paying higher costs. What ... (2 pages)View decision -
Decision Reference DRN-6040912
8 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6040912 The complaint Mr S complains about a fee American Express Services Europe Limited applied to a purchase he made using his credit card. What happened Mr S bought a high-value item in a foreign currency; he was notified initially, by the AmEx mobile app, that the Pound Sterli... (2 pages)View decision -
Decision Reference DRN-6063909
8 Jan 2026 Just Retirement Limited Not upheldMortgagesDRN-6063909 The complaint Mr W, as executor of the estate of his late sister Mrs W, complains that Just Retirement Limited trading as Just hasn’t acted fairly in connection with a lifetime mortgage Mrs W took out. In particular, he’s unhappy with the amount of interest charged to the lo... (2 pages)View decision -
Decision Reference DRN-6064239
8 Jan 2026 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. Not upheldInsuranceDRN-6064239 The complaint Mr H has complained that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U unreasonably refused to accept his claim under his mobile phone policy. What happened Mr H’s mobile phone stopped working so he made a claim to Telefonica. Following its inves... (3 pages)View decision