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 380824 results
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Decision Reference DRN-5528530
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5528530 The complaint Mrs Y complains Monzo Bank Ltd (“Monzo”) failed to protect her from falling victim to an investment scam and refused to refund any of her loss. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In s... (4 pages)View decision -
Decision Reference DRN-5728963
14 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5728963 The complaint Mr M complains about how esure Insurance Limited handled a claim he made on his motor insurance policy. Reference to esure includes its agents. What happened Mr M held a motor insurance policy with esure. When his car was damaged in an accident he made a claim ... (3 pages)View decision -
Decision Reference DRN-5747542
14 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5747542 The complaint Miss H complains Liverpool Victoria Insurance Company Limited (“LV”) has unfairly settled her claim on her property insurance policy. She believes LV hasn’t carried out the necessary repairs to ensure her property is structurally sound and its offer to cash set... (5 pages)View decision -
Decision Reference DRN-5707522
14 Aug 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5707522 The complaint Mr P complains about what Great Lakes Insurance SE did after his landlord made a claim on a rent deposit guarantee policy. All references to Great Lakes include its claims handlers and agents. What happened Mr P took out a rent deposit guarantee policy with Gre... (2 pages)View decision -
Decision Reference DRN-5241701
14 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5241701 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct (‘First Direct’) won’t refund the money he lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr B was searching online... (3 pages)View decision -
Decision Reference DRN-5390770
14 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5390770 The complaint Mr M complains that American Express Europe Limited (Amex) didn’t agree to refund him for a holiday he felt was unsatisfactory when he made a claim under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened On 19 November 2023 Mr M paid for a... (6 pages)View decision -
Decision Reference DRN-5240121
14 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5240121 The complaint Mrs G complains that Revolut Ltd won’t refund money she lost to a scam. Mr G is professionally represented, but for ease, I’ll refer to Mr G throughout my decision. What happened The background to this complaint is well known to both parties, so I won’t repeat ... (3 pages)View decision -
Decision Reference DRN-5595937
14 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5595937 The complaint X has complained about how Domestic & General Insurance Plc (D&G) dealt with several policies he has for a number of appliances. So that X understands as our decisions are published, that means I can only refer to D&G by name. I can’t refer to the dif... (8 pages)View decision -
Decision Reference DRN-5733271
14 Aug 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5733271 The complaint Ms L complains that Red Sands Insurance Company (Europe) Limited unfairly declined a claim she made on her motor warranty. What happened Ms L made a claim on her motor warranty with Red Sands after the repairing garage diagnosed a problem with the turbo on her ... (2 pages)View decision -
Decision Reference DRN-5755751
14 Aug 2025 AXA Insurance Plc UpheldInsuranceDRN-5755751 The complaint Mr B and Mrs B have complained that AXA Insurance Plc declined a claim made under their buildings insurance policy. What happened Having experienced damp in their home built in 2017, Mr B and Mrs B were referred by the provider of their building warranty to the... (3 pages)View decision
