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 123701 results
-
Decision Reference DRN-5666188
4 Jul 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5666188 The complaint Mr and Mrs S complain about Astrenska Insurance Limited’s handling of their travel insurance claim. What happened Mr and Mrs S hold an annual travel insurance policy with Astrenska. They were due to travel abroad on 26 October 2024. However, Mr S’s brother-in ... (4 pages)View decision -
Decision Reference DRN-5584656
4 Jul 2025 Quai Investment Services Limited UpheldPensions and AnnuitiesDRN-5584656 The complaint Mr M complains about the delay in transferring the value of his pension plan provided by Quai Investment Services Limited (formerly Intelligent Money) to another pension provider. He says the delay caused him inconvenience and believes it also resulted in a fin... (4 pages)View decision -
Decision Reference DRN-5411887
4 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5411887 The complaint Miss S has complained Lloyds Bank PLC has offered her inadequate compensation after removing a fraud-related marker from her record on the industry fraud database. What happened In late 2019, Miss S was a victim of a scam. Three payments were made from her acco... (2 pages)View decision -
Decision Reference DRN-5627005
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5627005 The complaint Mr P has complained Nationwide Building Society won’t refund two transactions he says he didn’t authorise. What happened In December 2024 Mr P contacted Nationwide to dispute two transactions on his account which he’d not made. These were payments to an individ... (2 pages)View decision -
Decision Reference DRN-5642154
4 Jul 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5642154 The complaint Mr T complains because CIGNA Life Insurance Company of Europe SA-NV (‘CIGNA’) retrospectively added an exclusion to his private medical insurance policy and declined his claim. What happened Mr T holds a private medical insurance policy, underwritten by CIGNA. ... (4 pages)View decision -
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
