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 123656 results
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Decision Reference DRN-5659575
4 Jul 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5659575 The complaint Mrs S complains about how Mulsanne Insurance Company Limited (“Mulsanne”) handled the cancellation of her car insurance policy and the amount of refund it said it would give her. What happened Mrs S had a car insurance policy with Mulsanne. She took out the pol... (2 pages)View decision -
Decision Reference DRN-5550418
4 Jul 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5550418 The complaint Mrs R complains The Co-operative Bank Plc (“Co-op”) have been unable to locate money from a passbook account. Mrs R is also unhappy with the way Co-op have dealt and responded to her queries. She wants the money shown in the passbook to be returned and the acco... (2 pages)View decision -
Decision Reference DRN-5663606
4 Jul 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5663606 The complaint Mr C complains about the settlement he’s been paid by Red Sands Insurance Company (Europe) Limited for a medical expenses claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply se... (5 pages)View decision -
Decision Reference DRN-5669786
4 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5669786 The complaint Mrs H is unhappy with the way American Express Services Europe Limited (AESEL) responded to a dispute for goods she purchased using her American Express credit card. What happened Mrs H bought a pair of boots from an online retailer I’ll call O in June 2024 for... (4 pages)View decision -
Decision Reference DRN-5656441
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5656441 The complaint Mrs W has complained that Nationwide Building Society (“Nationwide”) failed to stop her spending money on gambling transactions. What happened Mrs W says that since 2022 she has spent large amounts of money from her Nationwide account on gambling transactions. ... (4 pages)View decision -
Decision Reference DRN-5132281
4 Jul 2025 Handelsbanken plc UpheldBanking and PaymentsDRN-5132281 The complaint Mr and Mrs S complain that Handelsbanken plc won’t refund the money they lost as a result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in ... (8 pages)View decision -
Decision Reference DRN-5513650
4 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5513650 The complaint Mr H complains that NewDay Ltd irresponsibly lent to him. What happened Mr H was approved for an NewDay credit card (which I will refer to as A in this decision), in January 2020 with a credit limit of £450. I have detailed the credit limit changes below: June ... (6 pages)View decision -
Decision Reference DRN-5667849
4 Jul 2025 First Central Underwriting Limited UpheldInsuranceDRN-5667849 The complaint Mr R has complained about First Central Underwriting Limited’s decision to reject a claim he made under his car insurance policy. Mr R also complained about the way First Central handled the set-up of another policy in his name. What happened Mr R bought a car ... (4 pages)View decision -
Decision Reference DRN-5412689
4 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5412689 The complaint Mr S, through his representative, complains that Lendable Limited lent to him without doing the right affordability checks in view of his gambling addiction. What happened Mr S took three loans – all of which he said were to consolidate his existing debts and ... (5 pages)View decision -
Decision Reference DRN-5180482
4 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5180482 The complaint Mrs S complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In mid-2022, Mrs S’ mother told her about a cryptocurrency investment company she had seen recommended on social media by a well-known public figu... (9 pages)View decision
