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-5598668
3 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5598668 The complaint Mr and Mrs P have complained about the way Advantage Insurance Company Limited handled a claim under their home insurance policy for damage caused by a water leak. What happened In March 2023 Mr and Mrs P made a claim to Advantage for damage caused by a water ... (3 pages)View decision -
Decision Reference DRN-5595009
3 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5595009 The complaint Mr C and Ms M complain that HSBC UK Bank Plc refused to remove a block on their dormant account without requiring the answers to personal questions which didn't relate to confirming their identity. The complaint is made in joint names as it refers to a joi... (2 pages)View decision -
Decision Reference DRN-5599501
3 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5599501 The complaint Ms K has complained about her home insurer, Royal & Sun Alliance Insurance Limited (RSA) regarding a claim she made when there was a water leak at her home. What happened Ms K made a claim on 3 November 2022. RSA operatives first visited Ms K’s home on 7 N... (6 pages)View decision -
Decision Reference DRN-5164119
3 Jun 2025 EE Limited UpheldConsumer CreditDRN-5164119 The complaint Ms L complains about three fixed sum loan agreements she has with EE Limited that were used to buy three brand new mobile telephone devices. What happened In February 2024, Ms L took out three separate fixed sum loan agreements with EE, to pay for three differe... (4 pages)View decision -
Decision Reference DRN-5599194
3 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5599194 The complaint Mr W is unhappy that Santander UK Plc (“Santander”) won’t refund him after he fell victim to an investment scam. What happened In October 2020, Mr W came across an investment opportunity with an organisation - I will refer to K in this decision. On 12 October ... (6 pages)View decision -
Decision Reference DRN-5501934
3 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5501934 The complaint Mr S complains about the cost of his combined buildings, contents and car insurance policy with Admiral Insurance (Gibraltar) Limited. What happened Mr S has had a subsidence claim ongoing for some time. He complained that when he renewed his policy in 2024 the... (3 pages)View decision -
Decision Reference DRN-5345616
3 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5345616 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with Stellantis Financial Services UK Limited (Stellantis) was of unsatisfactory quality. What happened In March 2024, Mr M was supplied with a new car through a hire purchase agreement w... (4 pages)View decision -
Decision Reference DRN-5214775
3 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5214775 The complaint Miss H complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to an impersonation scam. What happened Miss H says that on 23 February 2024 she received a call from someone who said they were from Monzo. She didn’t know ... (3 pages)View decision -
Decision Reference DRN-5520028
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5520028 The complaint Miss L complains that Revolut Ltd won’t refund several payments she says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submission... (10 pages)View decision -
Decision Reference DRN-5014896
3 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5014896 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In September 2023 Mr A fell victim to what is known as a ‘job’ or ‘task’ scam. He was recruited by someone promising that he could earn money by carrying out simple online ... (8 pages)View decision
