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 124111 results
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Decision Reference DRN-5762366
19 Aug 2025 Wakam UpheldInsuranceDRN-5762366 The complaint Mrs I complains that when Wakam cancelled her policy they didn’t refund her premium. And that she wasn’t advised her car had been placed in storage and was incurring charges. What happened On 2 December 2023 Mrs I’s car was stolen from outside her house. Mrs I ... (4 pages)View decision -
Decision Reference DRN-5762275
19 Aug 2025 WAHED INVEST LTD UpheldBanking and PaymentsDRN-5762275 The complaint Mr M complains that WAHED INVEST LTD provided unclear information resulting in an unauthorised transaction on his account. What happened In June 2024 Mr M set up a recurring deposit instruction to credit £2,000 per month into his Individual Savings Account (IS... (7 pages)View decision -
Decision Reference DRN-5753505
19 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5753505 The complaint Mr S complains that Haven Insurance Company Limited wrongly cancelled his ‘black box’ telematics motor insurance policy without notice. Mr S is represented by his father, Mr S2. What happened Mr S’s policy started in January 2024. On 17 October 2024 Haven said... (3 pages)View decision -
Decision Reference DRN-5762415
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5762415 The complaint W, a limited company, is unhappy about the information Santander UK Plc asked it to provide, as well as the service it received after querying the basis of Santander’s requests. What happened Mr H (the director of W) brings this complaint on W’s behalf. The eve... (2 pages)View decision -
Decision Reference DRN-5715673
19 Aug 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5715673 The complaint Mr and Mrs P have complained about Amtrust Specialty Limited’s decision to decline a claim they made under their Premier Guarantee New Homes Warranty Policy. What happened The subject of this complaint is a building comprised of multiple flats. Damage has been... (5 pages)View decision -
Decision Reference DRN-5762211
19 Aug 2025 Calpe Insurance Company Limited UpheldInsuranceDRN-5762211 The complaint Mr A complains about Calpe Insurance Company Limited’s delay in handling a claim under his motor insurance policy. Calpe has been represented on the claim by its agents. All references to Calpe include its agents. Mr A has also been represented by his Solicitor... (4 pages)View decision -
Decision Reference DRN-5708622
19 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5708622 The complaint Ms S complains that Revolut Ltd won’t refund her the money she lost in an investment scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I’ve summarised what I consider to be the key points. Ms S says she was ap... (4 pages)View decision -
Decision Reference DRN-5754710
19 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5754710 Complaint Miss B has complained that National Westminster Bank Public Limited Company (“NatWest”) unfairly provided her with unaffordable loans. Background NatWest provided Miss B with four loans. As far as I can see Miss B’s loan history was as follows: Loan Taken Amount ... (15 pages)View decision -
Decision Reference DRN-5727902
18 Aug 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5727902 The complaint Mr M complains the car he acquired financed through a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance (“HF”) was mis-sold to him. What happened In February 2023 Mr M acquired a vehicle financed through a conditional sale ag... (4 pages)View decision -
Decision Reference DRN-5304423
18 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5304423 The complaint Mr L complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by a safe account scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known ... (3 pages)View decision
