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 121479 results
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Decision Reference DRN-5413830
21 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5413830 The complaint Mrs W complains that U K Insurance Limited (“UKI”) unfairly declined a claim under her pet insurance policy. Where I refer to UKI, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed backgr... (5 pages)View decision -
Decision Reference DRN-5400099
21 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5400099 The complaint Mr R is unhappy that Santander UK Plc won’t reimburse money he lost to a scam. What happened On 27 February 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments before I is... (12 pages)View decision -
Decision Reference DRN-5180618
21 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5180618 The complaint Mr H complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to repeat these in detail... (6 pages)View decision -
Decision Reference DRN-5185012
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5185012 The complaint Mr A complains that Revolut Ltd failed to properly pursue a chargeback request. What happened In March 2024 Mr A made two payments for a trip for his family to a travel organisation (“the Merchant”). The first was for £13,749.83 and the second was for £14,425.8... (3 pages)View decision -
Decision Reference DRN-5415830
21 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5415830 The complaint Mr B complains about how Advantage Insurance Company Limited handled and settled a claim he made on his motor insurance policy. Reference to Advantage includes its agents. What happened Mr B holds a motor insurance policy with Advantage. When he was involved in... (4 pages)View decision -
Decision Reference DRN-5236700
21 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5236700 The complaint Mr H complains Nationwide Building Society lent to him irresponsibly when it approved his applications for a loan and credit card despite being aware he struggles with gambling. He’s also unhappy Nationwide allowed him to use his accounts to gamble. What happe... (6 pages)View decision -
Decision Reference DRN-5383096
21 Mar 2025 Freeway UK Insurance Services Limited UpheldInsuranceDRN-5383096 The complaint Mr B complains about how much Freeway UK Insurance Services Limited trading as Freeway charged him when he cancelled his taxi insurance policy. What happened In August 2024 Mr B took out a taxi insurance policy through Freeway for a vehicle he had purchased. Af... (2 pages)View decision -
Decision Reference DRN-5405075
21 Mar 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5405075 The complaint Mr K complains Creation Consumer Finance Ltd have reported a default against his account unfairly. He’s also unhappy they refuse to tell him how the balance they say he owes has accrued. What happened I issued a provisional decision setting out what’d happened,... (7 pages)View decision -
Decision Reference DRN-5054290
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5054290 The complaint Mr O complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The background of this ... (9 pages)View decision -
Decision Reference DRN-5400781
21 Mar 2025 Wakam UpheldInsuranceDRN-5400781 The complaint Ms K complains that Wakam unfairly declined a claim under her pet insurance policy. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The detailed background to this complaint ... (3 pages)View decision
