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 380712 results
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Decision Reference DRN-5518364
15 Aug 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5518364 The complaint Miss F and Mr S have complained that Red Sands Insurance Company (Europe) Limited declined a claim they made on a travel insurance policy. They have been represented in making this complaint by a family member of Mr S. However, for ease, I will just be referri... (3 pages)View decision -
Decision Reference DRN-5372644
15 Aug 2025 ReAssure Limited UpheldInvestmentsDRN-5372644 The complaint Mr D complains about administration errors and delays in the surrender of an investment policy caused by ReAssure Limited. What happened Mr D was dealing with ReAssure about the surrender of an investment policy after his brother sadly passed away. ReAssure sai... (5 pages)View decision -
Decision Reference DRN-5735558
15 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5735558 The complaint Mr H complains Santander UK Plc didn’t close his savings account or pay him compensation within the timescales it gave. He complains its actions have had a significant impact on him. What happened Mr H had a current account with Santander. He’s told us that acc... (2 pages)View decision -
Decision Reference DRN-5635071
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5635071 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund a payment he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I under... (3 pages)View decision -
Decision Reference DRN-5755602
15 Aug 2025 Saga Services Limited UpheldInsuranceDRN-5755602 The complaint Mrs Ccomplains about how Saga Services Limited handled multiple renewals of her buildings insurance policy. What happened Mrs Cheld a buildings insurance policy arranged by Saga for a number of years. Mrs C s policy renewed on 15 December each year. Mrs Cfirst hel... (6 pages)View decision -
Decision Reference DRN-5610215
15 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5610215 The complaint Mrs T’s complaint is about a claim she made on her U K Insurance Limited trading as Direct Line (‘UKI’) pet insurance policy, which was declined. Mrs T says UKI treated her unfairly. What happened The details of this complaint are well known to both parties, s... (2 pages)View decision -
Decision Reference DRN-5110899
15 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5110899 The complaint Mr P complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr P is being represented by solicitors in this complaint. What happened The full details of this complaint are well known to both parties and have been prev... (3 pages)View decision -
Decision Reference DRN-5710062
15 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5710062 The complaint Mr A complains that Clydesdale Bank Plc, trading as Virgin Money, unfairly recorded a default against his credit file and passed his debt to a debt collection agency. What happened Mr A holds a credit card account with Virgin Money. Mr A found himself without ... (4 pages)View decision -
Decision Reference DRN-5371048
15 Aug 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5371048 The complaint Ms E complains The Co-operative Bank Plc unfairly blocked and closed her accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. In early July 2024 two cash deposits were made to M... (4 pages)View decision -
Decision Reference DRN-5303141
15 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5303141 The complaint Mr W complains PayPal UK Ltd (“PayPal”) hasn’t offered him a refund after he complained about being the victim of an investment scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I won’t repeat them in detail aga... (3 pages)View decision
