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-5802350
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5802350 The complaint Mrs B is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs B fell victim to a cruel investment scam. After responding to an online advert, she w... (7 pages)View decision -
Decision Reference DRN-5796525
8 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5796525 Complaint Mr F has complained that Santander UK Plc (“Santander”) unfairly continued applying charges to his overdraft and his credit card. He says that this interest was added even when it was clear that he was in financial difficulty and failing to see a credit balance on ... (4 pages)View decision -
Decision Reference DRN-5636649
7 Sep 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5636649 The complaint Mr and Mrs C have complained that HCC International Insurance Company Plc (“HCC”) unfairly declined their claim for loss of rent after an escape of water at their holiday let. What happened In July 2024, following an escape of water at a property Mr and Mrs C u... (3 pages)View decision -
Decision Reference DRN-5802291
7 Sep 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5802291 The complaint Mr M and Mrs V complained about Liverpool Victoria Insurance Company Limited’s (“LV”) handling of their claim for damage due to water ingress, under their home buildings insurance policy. I’ll refer to Mrs V in my decision for ease. What happened Mrs V noticed... (6 pages)View decision -
Decision Reference DRN-5659354
6 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5659354 The complaint Mr H, through a representative, says Loans 2 Go Limited irresponsibly lent to him. What happened Mr H took out a loan for £300 over 18 months from Loans 2 Go on 6 March 2024. The weekly repayments were £61.67. He says Loans 2 Go did not do enough checks at the... (3 pages)View decision -
Decision Reference DRN-5606778
5 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5606778 The complaint Mrs B complains about the date of a default that Santander UK plc has reported to the credit reference agencies about her credit card account. What happened I issued a provisional decision on this complaint last month in which I described what had happened as f... (3 pages)View decision -
Decision Reference DRN-5786912
5 Sep 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5786912 The complaint Mr J complains about the way that The Prudential Assurance Company Limited (Prudential) treated him in connection with the payment of pension policies. What happened The events leading to this complaint are well known to both parties involved. So, I only intend... (7 pages)View decision -
Decision Reference DRN-5552055
5 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5552055 The complaint Mrs D complains about how Red Sands Insurance Company (Europe) Limited has dealt with a claim she made on a pet insurance policy. Red Sands is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to... (2 pages)View decision -
Decision Reference DRN-5799980
5 Sep 2025 Countrywide Assured Plc UpheldPensions and AnnuitiesDRN-5799980 The complaint X says Countrywide Assured Plc (Countrywide) failed to respond to enquiries about her personal pension which meant she couldn’t switch her funds when she wanted to. She didn’t get the information she needed about how moving her policy would impact on any bonuses a... (8 pages)View decision -
Decision Reference DRN-5564079
5 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5564079 The complaint Mrs C has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened Mrs C was introduced online to an individual who an acquaintance had matched with on a dating app. This individual was a scammer, who claimed ... (4 pages)View decision
