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 121115 results
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Decision Reference DRN-5592684
30 May 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5592684 The complaint Ms H complains about Zurich Insurance Company Ltd’s decision to avoid her home insurance policy. What happened Ms H took out a home insurance policy with Zurich in May 2024. In July 2024, she made a claim under the accidental damage to underground services cove... (3 pages)View decision -
Decision Reference DRN-5470086
30 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5470086 The complaint Mr A is unhappy that Revolut Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In August 2023, Mr A was the victim of a scam. He was cold-called by someone who claimed to be an employee of his bank, which I'll refer to as B... (6 pages)View decision -
Decision Reference DRN-5576655
30 May 2025 Currency Matters Limited UpheldBanking and PaymentsDRN-5576655 The complaint A company which I’ll refer to as ‘C’ complains that Currency Matters Limited has failed to carry out its payment instructions when requested. The complaint is brought on C’s behalf by its directors, Mr B and Ms H. What happened C holds Sterling and Euro accou... (4 pages)View decision -
Decision Reference DRN-5592868
30 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5592868 The complaint Miss S complains that Santander UK Plc treated her unfairly when it declined her claims for a refund under section 75 (‘section 75’) of the Consumer Credit Act 1974 (‘CCA’) and the relevant chargeback scheme. What happened Miss S complaint is related to airlin... (5 pages)View decision -
Decision Reference DRN-5494879
30 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5494879 The complaint Miss K complains that NewDay Ltd trading as Aqua was irresponsible in its lending to her. What happened Miss K was provided with an Aqua credit card account in December 2021 with an initial credit limit of £1,200. Miss K has explained that she had fled domestic... (4 pages)View decision -
Decision Reference DRN-5458871
30 May 2025 UIA (Insurance) Limited UpheldInsuranceDRN-5458871 The complaint Mr and Mrs L’s complaint is about a claim they made on their UIA (Insurance) Limited (‘UIA’) legal expenses insurance policy which was declined. Mr and Mrs L feel that UIA declined their claim unfairly. What happened Mr and Mrs L held a legal expenses insuranc... (3 pages)View decision -
Decision Reference DRN-5390823
30 May 2025 H V Financial Planning Ltd UpheldPensions and AnnuitiesDRN-5390823 The complaint Mr K complains that the recommendations H V Financial Planning Ltd (‘HV’) took in relation to his pension and investments was not in his best interests. He says his investments have not achieved the targeted growth and believes he’s been placed in the wrong fun... (9 pages)View decision -
Decision Reference DRN-5367295
30 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5367295 The complaint Mrs G complains that Santander UK Plc closed her account without informing her and without providing a proper explanation. What happened Mrs G had a current account with Santander, which she’d had for a number of years. Mrs G resides overseas and has explaine... (5 pages)View decision -
Decision Reference DRN-5570000
29 May 2025 U K Insurance Limited UpheldInsuranceDRN-5570000 The complaint Mr L complains that UK Insurance Limited trading as Churchill (‘UKI’) failed to send him important documents about his motor insurance policy. What happened Mr L had a UKI motor insurance policy but didn’t renew it in June 2024. In August 2024, he asked UKI to ... (2 pages)View decision -
Decision Reference DRN-5156601
29 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5156601 The complaint Mr B has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In late 2023, Mr B was contacted by a scammer posing as a recruiter. They recruited him to a spoofed company, where he was given an account on t... (4 pages)View decision
