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-5990724
4 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5990724 The complaint Mr K is unhappy with the service and account administration he’s received from American Express Services Europe Limited (“AmEx”) surrounding a payment he made to his account. What happened AmEx sent a letter to Mr K on 25 March 2024 because his account was in a... (3 pages)View decision -
Decision Reference DRN-5932774
4 Dec 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5932774 The complaint Mr M has complained that Advantage Insurance Company Limited (Advantage) unfairly declined a claim under his home insurance policy. Mr M has a representative for his complaint. But, for ease, I will normally only refer to him. What happened Mr M contacted Adv... (3 pages)View decision -
Decision Reference DRN-5990098
4 Dec 2025 WESTFIELD CONTRIBUTORY HEALTH SCHEME LIMITED Not upheldInsuranceDRN-5990098 The complaint Mr M complains about how WESTFIELD CONTRIBUTORY HEALTH SCHEME trading as Westfield Health handled a claim under his health cash plan policy. What happened Mr M took out a health cash plan policy with Westfield Health with a start date on 1 April 2024. He submi... (3 pages)View decision -
Decision Reference DRN-5671669
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5671669 The complaint Mr K complains Monzo Bank Ltd closed his account without providing an explanation. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. This complaint concerns Mr K’s sole account that wa... (2 pages)View decision -
Decision Reference DRN-5895379
4 Dec 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5895379 The complaint Mr P is unhappy that Domestic & General Insurance Plc (“D&G”) settled his TV claim for significantly less than the purchase price. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key ... (3 pages)View decision -
Decision Reference DRN-5815446
4 Dec 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5815446 The complaint Mr S complains that First Central Underwriting Limited avoided his car insurance policy and refused to pay his claim. What happened In February 2024 Mr S took out a car insurance policy with First Central through a comparison website. In September 2024 in chan... (3 pages)View decision -
Decision Reference DRN-5979521
4 Dec 2025 Chubb European Group SE UpheldInsuranceDRN-5979521 The complaint Mrs A complains that Chubb European Group SE has turned down a medical expenses claim she made on a travel insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve simply set out a summary of what I think are t... (7 pages)View decision -
Decision Reference DRN-5633368
4 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5633368 The complaint Mr I complains, via a representative, that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr I fell victim to... (3 pages)View decision -
Decision Reference DRN-5948006
4 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5948006 The complaint Mr A has complained about how Santander UK Plc (Santander) handled a refund claim he made. What happened Mr A purchased a car in November 2023 from a supplier I shall call ‘T’ with a deposit of £500 paid by his Santander credit card. The further payments to com... (3 pages)View decision -
Decision Reference DRN-5745407
4 Dec 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5745407 The complaint Mr C complains Loans 2 Go Limited trading as Loans 2 Go (Loans 2 Go) failed to carry out proper financial checks before approving a loan. What happened Mr C says Loans 2 Go approved a loan in April 2024 for £1,000 at a time when he was already under financial p... (3 pages)View decision