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
-
Decision Reference DRN-5968172
21 Nov 2025 esure Insurance Limited Not upheldInsuranceDRN-5968172 The complaint Mr B complains about the manner in which esure Insurance Limited trading as First Alternative dealt with a claim he made on his motor insurance policy. What happened In October 2024 Mr B’s car was damaged in an accident. He said that esure told him at the outse... (4 pages)View decision -
Decision Reference DRN-5943695
21 Nov 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5943695 The complaint Mr M complains Leeds Building Society (LBS) miscalculated the interest on his savings account. Mr M said this was a breach of trust he placed in LBS, explaining it failed to detect the error for a period of time and wasn’t transparent about what had occurred. W... (2 pages)View decision -
Decision Reference DRN-5967417
21 Nov 2025 Paynetics UK Limited UpheldBanking and PaymentsDRN-5967417 The complaint Mrs B complains that Paynetics UK Limited (“Paynetics”) won’t refund payments made as part of a scam. The payments were made from Mrs B’s account with Trading 212. Paynetics provides the debit card offered with this account, and it was a tokenised version of t... (4 pages)View decision -
Decision Reference DRN-5373069
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5373069 The complaint Miss K complains that National Westminster Bank PLC (NatWest) hasn’t refunded money she paid in connection with her holiday which she now believes was the result of a scam. What happened There is a considerable quantity of correspondence relating to the compla... (7 pages)View decision -
Decision Reference DRN-5968773
21 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5968773 The complaint Mrs T, Ms T1, Ms T2 and Ms T3 complain that Inter Partner Assistance SA (IPA) has turned down a personal possessions claim Mrs T made on a travel insurance policy. As Mrs T brought the complaint to us, I’ve referred mainly to her. What happened Mrs T had been a... (3 pages)View decision -
Decision Reference DRN-5387653
21 Nov 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5387653 The complaint Ms D complains that eToro (UK) Ltd closed her contracts for difference positions without her consent causing her significant financial losses. What happened Ms D held a contract for difference (CFD) trading account with eToro since November 2020. She said she ... (3 pages)View decision -
Decision Reference DRN-5465535
21 Nov 2025 National House-Building Council Not upheldInsuranceDRN-5465535 The complaint Mr A has complained about the way National House-Building Council (‘NHBC’) has handled a claim he made for damage caused to his apartment by an ingress of water from a defective roof. What happened Mr A purchased a new build, top floor apartment with roof terra... (5 pages)View decision -
Decision Reference DRN-5833987
21 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5833987 The complaint Miss E had an account with Monzo Bank Ltd. She alerted Monzo to vulnerabilities she was facing and transactions she was disputing. Miss E is unhappy that Monzo hasn’t refunded the transactions, hasn’t supported her after she told it of her vulnerabilities, and ... (4 pages)View decision -
Decision Reference DRN-5966789
21 Nov 2025 Aspen Insurance UK Limited UpheldInsuranceDRN-5966789 The complaint Mr D who is a director of C complains Aspen Insurance UK Limited (“Aspen”) unfairly decided and poorly managed a claim made by C on a “block” property insurance policy. He says Aspen hasn’t acted in line with regulations and industry guidelines and has: - Faile... (4 pages)View decision -
Decision Reference DRN-5846323
21 Nov 2025 Taptap Send UK Limited Not upheldBanking and PaymentsDRN-5846323 The complaint Mr A complains about Taptap Send UK Limited. He says that Taptap declined to refund him after he tried to make an overseas payment. What happened Mr A attempted to make a payment from his bank account with ‘N’ to Taptap with the intention of sending these fun... (2 pages)View decision