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-5148776
1 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5148776 The complaint Mrs B complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (5 pages)View decision -
Decision Reference DRN-5682702
1 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5682702 The complaint Mr and Mrs B have complained that Accelerant Insurance Europe SA/NV UK Branch hasn’t fully settled a claim they made on a travel insurance policy. What happened Mr and Mrs B were on a trip abroad that began on 3 October 2024 with a planned return date of 13 Oc... (3 pages)View decision -
Decision Reference DRN-5775226
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5775226 The complaint Mrs O complains that Barclays Bank UK PLC (“Barclays”) won’t refund money she lost when she fell victim to an investment scam. Mrs O is being represented by solicitors. What happened Mrs O says she fell victim to a cryptocurrency investment scam in 2021, afte... (2 pages)View decision -
Decision Reference DRN-5786660
1 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5786660 The complaint Mrs T is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs T fell victim to a cruel investment scam. After being added to and following an onlin... (6 pages)View decision -
Decision Reference DRN-5316161
1 Sep 2025 Vitality Corporate Services Limited Not upheldInsuranceDRN-5316161 The complaint Mr O complains Vitality Corporate Services Limited has overcharged him for the ongoing cost of his life insurance policy. What happened Mr O has held the same life insurance policy for many years. Several years ago, that policy was acquired by Vitality from Mr... (3 pages)View decision -
Decision Reference DRN-5603094
1 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5603094 The complaint I, a company, complains about the way in which U K Insurance Limited (‘UKI’) handled a claim on its commercial legal expenses insurance policy. I says UKI treated it unfairly. In this decision all references to UKI include their claims handlers. I’s complaint ... (2 pages)View decision -
Decision Reference DRN-5786236
1 Sep 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5786236 The complaint Mr K complains because Great Lakes Insurance UK Limited (‘Great Lakes’) hasn’t paid the full amount of a curtailment claim under his travel insurance policy. All references to Great Lakes include the agents appointed to handle claims and complaints on its behal... (4 pages)View decision -
Decision Reference DRN-5709852
1 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5709852 The complaint Mr W complains that Advantage Insurance Company Limited settled a claim made on his motor insurance policy as split liability. He’s also unhappy that it misled him about this and didn’t communicate its change in decision. He wants his No Claims Bonus (NCB) rest... (2 pages)View decision -
Decision Reference DRN-5703856
1 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5703856 The complaint V has complained that Santander UK Plc applied a block to its business account without warning. In this decision, I will on occasion refer to Mr P. This is because he is representing V, as its owner. What happened In late March 2025, Mr P logged onto V’s accoun... (2 pages)View decision -
Decision Reference DRN-5593881
1 Sep 2025 Ecology Building Society Not upheldMortgagesDRN-5593881 The complaint Mr G complains about how Ecology Building Society has dealt with his mortgage. He says it undervalued his property, it didn’t make clear that it wouldn’t release some of the retained mortgage money, it declined his request for a payment holiday unfairly, and it... (3 pages)View decision
