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-5957169
20 Nov 2025 Society of Lloyd's UpheldInsuranceDRN-5957169 The complaint Mr S is complaining about the way Society of Lloyd's (‘SOL’) has handled a claim he made on his commercial property insurance policy. SOL has used a number of agents to handle the claim on its behalf. But for ease of reference I shall refer to any of the a... (6 pages)View decision -
Decision Reference DRN-5857259
20 Nov 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5857259 The complaint Mr C complains Shawbrook Bank Limited made multiple mistakes dealing with an ISA transfer. What happened Mr C has an ISA with Shawbrook Bank. He has ISAs elsewhere including an ISA with a bank who I’ll refer to as “B” throughout the rest of this decision. In Sep... (4 pages)View decision -
Decision Reference DRN-5502806
20 Nov 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5502806 The complaint Mr B complains that Gain Credit LLC, trading as Drafty, has treated him unfairly with regard to his forbearance request. What happened Mr B held a credit facility with Drafty. In December 2024, he contacted Drafty to let it know he was struggling; Mr B asked ... (3 pages)View decision -
Decision Reference DRN-5918177
20 Nov 2025 AWP P&C S.A. Not upheldInsuranceDRN-5918177 The complaint Mr M is unhappy with the way AWP P&C SA handled a claim made under his travel insurance policy (‘the policy’). The airline cancelled an internal flight abroad because of a storm and he was unable to continue with a pre-booked itinerary (with his wife and ch... (3 pages)View decision -
Decision Reference DRN-5834124
20 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5834124 The complaint Mr L is unhappy that Inter Partner Assistance SA (IPA) declined a claim made on a travel insurance policy (‘the policy’) after he required emergency medical treatment whilst abroad. All reference to IPA includes its agents. What happened Whilst abroad, Mr L ex... (7 pages)View decision -
Decision Reference DRN-5706839
20 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5706839 The complaint Mr and Mrs S complain that HSBC UK Bank Plc (HSBC) is refusing to refund them the amount they lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr a... (3 pages)View decision -
Decision Reference DRN-5401180
20 Nov 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5401180 The complaint Mr A complains that American Express Services Europe Limited (AESEL) allowed further transactions to debit his account under a continuous payment authority, after he’d reported it as fraudulent. What happened In October 2024, Mr A identified transactions that h... (3 pages)View decision -
Decision Reference DRN-5659401
20 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5659401 The complaint Miss A complains that Santander UK Plc won’t refund payments she made that she considers to be connected to a scam. What happened • Miss A was introduced to an investment opportunity involving a company I’ll refer to as X, via someone she met on a dating websit... (3 pages)View decision -
Decision Reference DRN-5931088
20 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5931088 The complaint Mrs G has complained about how Inter Partner Assistance SA (IPA) dealt with a claim under her home emergency policy. References to IPA include companies acting on its behalf. What happened Mrs G contacted IPA to send an engineer to deal with a leak. When the ... (3 pages)View decision -
Decision Reference DRN-5929561
20 Nov 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5929561 The complaint Mr H says AXA PPP Healthcare Limited mis-sold him a private medical insurance policy. What happened Mr H had the benefit of a group private medical insurance policy through his employer. Upon leaving his employment he wanted to continue benefiting from private... (2 pages)View decision