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 381196 results
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Decision Reference DRN-5702569
24 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5702569 The complaint Mr W has complained TSB Bank plc won’t refund him for transactions he didn’t authorise and were the result of his ex-partner misusing his card and account details. What happened In December 2024 Mr W managed to get in touch with TSB, after what he felt were num... (3 pages)View decision -
Decision Reference DRN-5888997
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5888997 THE COMPLAINT Mrs R complains that Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail... (3 pages)View decision -
Decision Reference DRN-5905312
24 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5905312 The complaint Mr C complains HSBC UK Bank UK Plc (‘HSBC’), hasn’t reimbursed him following an Authorised Push Payment (‘APP’) property investment scam he fell victim to. He says HSBC should reimburse him for the money he lost. Mr C has brought the complaint with the assista... (10 pages)View decision -
Decision Reference DRN-5607054
24 Oct 2025 MONAVATE LTD UpheldBanking and PaymentsDRN-5607054 The complaint Mr S has complained Monavate Ltd won’t refund the funds left on his pre-loaded card which they administer. What happened In 2016 or thereabouts Mr S took out a pre-loaded card he could use on holidays. He loaded €600 in 2016 prior to going on holiday. He went o... (2 pages)View decision -
Decision Reference DRN-5771242
24 Oct 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5771242 The complaint X complains that Red Sands Insurance Company (Europe) Limited declined a claim on their pet insurance policy. What happened X had insurance for their cat which was underwritten by Red Sands. The policy started in August 2024. In November 2024, the cat was seen ... (3 pages)View decision -
Decision Reference DRN-5714560
24 Oct 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5714560 The complaint Mrs B complains about Great Lakes Insurance UK Limited’s decision to decline a claim made under her commercial property owners insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a very brief summa... (4 pages)View decision -
Decision Reference DRN-5905390
24 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5905390 The complaint Miss B complains about the way Shop Direct Finance Company Limited trading as Very (‘Shop Direct’) responded to her when she told it she was experiencing financial difficulties. What happened Both parties are familiar with the background to this complaint, so I... (3 pages)View decision -
Decision Reference DRN-5840751
24 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5840751 The complaint Miss F has complained National Westminster Bank Public Limited Company won’t refund transactions she didn’t make. She’s also concerned at how NatWest managed her complaint. What happened In July 2024 Miss F suddenly noticed many transactions made using her NatW... (2 pages)View decision -
Decision Reference DRN-5850606
24 Oct 2025 Medicash Health Benefits Limited Not upheldInsuranceDRN-5850606 The complaint Mr S complains that Medicash Health Benefits Limited declined a claim under a health cash plan policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for m... (2 pages)View decision -
Decision Reference DRN-5891425
24 Oct 2025 Carsa Limited UpheldInsuranceDRN-5891425 The complaint Mr S complains that Carsa Limited declined a claim on his motor warranty. Mr S has also complained that the warranty was mis-sold. What happened Mr S bought a second hand car in January 2023. Around the same time, Mr S bought a motor warranty to cover the car. ... (5 pages)View decision
