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-5951693
21 Nov 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5951693 The complaint Mr and Mrs B have complained that Great Lakes Insurance SE hasn’t provided a pro-rata refund on an annual travel insurance policy. As it is Mr B leading on the complaint, for ease, I will mostly just be referring to him in this decision. What happened In Janu... (3 pages)View decision -
Decision Reference DRN-5925509
21 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5925509 The complaint Mr C complains about AXA Insurance UK Plc’s handling of a claim under his travel insurance policy when he fell ill abroad. All references to AXA include the agents appointed to handle claims and complaints on its behalf. All references to Mr C include the broke... (5 pages)View decision -
Decision Reference DRN-5453993
21 Nov 2025 PayPal UK Ltd UpheldConsumer CreditDRN-5453993 The complaint Mr G complains about the balance of a credit account with PayPal UK Ltd. Throughout his complaint, Mr G has been represented by a family member. But, for ease, I’ll just refer to “Mr G” in my decision. What happened In early 2020, Mr G opened an account with Pa... (5 pages)View decision -
Decision Reference DRN-5958267
21 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5958267 The complaint Mrs M complains that Monzo Bank Ltd (“Monzo”), have failed to refund money that she lost as part of an investment scam. What happened Mrs M came across three companies that purported to be investment firms, but they were actually scams. I will call these firms ... (3 pages)View decision -
Decision Reference DRN-5601542
21 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5601542 The complaint Mrs K is unhappy that Bank of Scotland Plc trading as Halifax (“Halifax”) won’t refund her a number of payments she made as the result of a romance scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-5822905
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5822905 The complaint Ms R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund losses she incurred as a result of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summ... (4 pages)View decision -
Decision Reference DRN-5498580
21 Nov 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5498580 The complaint Mr S is unhappy with the administration of his Reviewable Whole of Life (RWOL) policy he holds with Aviva Life & Pensions UK Limited (Aviva). What happened Mr S took out a Reviewable Whole of Life (RWOL) policy with General Accident Life Assurance Limited ... (7 pages)View decision -
Decision Reference DRN-5777814
21 Nov 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5777814 The complaint Mr C complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on his pet insurance policy. What happened Mr C took out pet insurance for his dog. The policy is underwritten by Casualty & General and started on 6 August 2023. In ... (3 pages)View decision -
Decision Reference DRN-5967931
21 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5967931 The complaint Mr and Mrs D’s complaint is, in essence, that First Holiday Finance Limited (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the “CCA”) ... (10 pages)View decision -
Decision Reference DRN-5964038
21 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5964038 The complaint Mr O complains about how British Gas Insurance Limited handled claims under his HomeCare policy. What happened Mr O reported sewage smells in his property to British Gas on several occasions between 2021 and 2024. British Gas investigated these issues, cleaned... (4 pages)View decision