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-5747385
11 Aug 2025 Assurant General Insurance Limited UpheldInsuranceDRN-5747385 The complaint Mr G has complained that Assurant General Insurance Limited unfairly refused to accept his claim for a lost or stolen mobile phone under his mobile phone insurance policy supplied via his bank account. References to Assurant include all its agents. What happe... (4 pages)View decision -
Decision Reference DRN-5747148
11 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5747148 The complaint Miss H has complained that Admiral Insurance (Gibraltar) Limited has declared the cover for her partner under her car insurance policy null and void and declined her claim. What happened Miss H insured a car belonging to her partner, who I’ll refer to as Mr A,... (3 pages)View decision -
Decision Reference DRN-5719356
11 Aug 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5719356 The complaint Mr T is unhappy with the service he received from British Gas Insurance Limited (“British Gas”) under his home emergency service. What happened Mr T raised a claim when he had an electrical fault within his home. An engineer visited and after inspecting the ele... (2 pages)View decision -
Decision Reference DRN-5746013
11 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5746013 The complaint Mr T complains Vanquis Bank Limited are unfairly holding him responsible for a credit card account which he says was opened by someone else without his knowledge or consent. Mr T is represented in this complaint by Mrs T. What happened In September 2022, a Va... (4 pages)View decision -
Decision Reference DRN-5672729
11 Aug 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5672729 The complaint Miss B complains about how Mulsanne Insurance Company Limited handled and settled a claim made against her motor insurance policy by another driver. What happened Another driver said Miss B had collided with their car. But Miss B said no collision had taken pl... (3 pages)View decision -
Decision Reference DRN-5188257
11 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5188257 The complaint Miss M complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by a job 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 bot... (5 pages)View decision -
Decision Reference DRN-5383695
11 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5383695 The complaint Mr K is unhappy Bank of Scotland plc, trading as Halifax, will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr K brought his complaint through a representative, for ease of reading I will refer solely to Mr K in this deci... (3 pages)View decision -
Decision Reference DRN-5681430
11 Aug 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5681430 The complaint Ms M complains that St. James's Place Wealth Management Plc (SJP) gave her unsuitable advice about her pension withdrawals, and that this led to some of her state benefits being reduced. She holds SJP responsible for that loss. Ms M is represented in her c... (8 pages)View decision -
Decision Reference DRN-5459300
11 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5459300 The complaint Mr D has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In summer 2024, Mr D was cold-contacted by a scammer posing as a recruiter. They offered him a fully remote job doing simple tasks for a six-f... (3 pages)View decision -
Decision Reference DRN-5073046
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5073046 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision
