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-6003016
11 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6003016 The complaint Mr and Mrs C complain that Bank of Scotland plc trading as Halifax will not reimburse funds they lost to a scam. Mr and Mrs C are represented by a firm, but for ease I have only referred to Mr and Mrs C in this decision. What happened The background to this com... (3 pages)View decision -
Decision Reference DRN-5913595
11 Dec 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5913595 The complaint Mr Q1 has complained that Sabre Insurance Company Limited has unfairly refused to settle a claim on his motor insurance policy. Mr Q1 is the policyholder. In bringing this complaint his father, who I’ll refer to as Mr Q2, has represented him. Mr Q2 is also a na... (3 pages)View decision -
Decision Reference DRN-5795494
11 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5795494 The complaint Mr H’s complaint is about a claim he made on his INTACT INSURANCE UK LIMITED (‘Intact’) legal expenses insurance policy which was declined. Mr H says he was treated unfairly and wants Intact to cover his claim. Mr H’s complaint is brought by his representative,... (2 pages)View decision -
Decision Reference DRN-5732794
11 Dec 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5732794 The complaint Mr and Mrs O complain about the decline of their home insurance claim by AA Underwriting Insurance Company Limited (‘AA’). Much of Mr and Mrs O’s dissatisfaction relates to the actions of agents (a surveyor) acting on behalf of AA. As AA have accepted responsib... (3 pages)View decision -
Decision Reference DRN-5677186
11 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5677186 Complaint Miss G is unhappy that TSB Bank plc didn’t refund her after she reported falling victim to a scam. Background In late 2024, Miss G was the victim of an employment scam. She’d recently lost her job and became aware of an opportunity to earn some money. The role requ... (2 pages)View decision -
Decision Reference DRN-6013838
11 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6013838 The complaint A company, which I’ll call “L” complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund the amount it lost as the result of a scam. Mrs Z, who is a director of L, brings this complaint with the assistance of professional ... (3 pages)View decision -
Decision Reference DRN-5799595
11 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5799595 The complaint Mrs B complains that Santander UK Plc (‘Santander’) won’t refund the money she lost to a job scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, Mrs B says that, in December 2024, she received a message fr... (4 pages)View decision -
Decision Reference DRN-5745476
11 Dec 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5745476 The complaint Mr B has complained that Assurant General Insurance Limited trading as Protect Your Bubble unreasonably refused his claim under his mobile phone insurance policy when he lost his phone. What happened On 2 April 2025, Mr B said he was in the park jogging, somet... (4 pages)View decision -
Decision Reference DRN-5933753
11 Dec 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5933753 The complaint Miss C complains about charges Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (who I’ll call Novuna) asked her to pay when she returned a car she had been leasing through a finance agreement with them. What happened The detailed background to ... (2 pages)View decision -
Decision Reference DRN-5657536
11 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5657536 The complaint Mr C complains that Bank of Scotland plc trading as Halifax will not reimburse funds he lost to a scam. Mr C is represented by a firm, but for ease I have only referred to Mr C in this decision. What happened The background to this complaint is well known to bo... (2 pages)View decision