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-5594462
1 Sep 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5594462 The complaint Mr J and his representative complain Acromas Insurance Company Limited (Acromas) unfairly settled his claim on his motor insurance policy after his car was stolen. He also complains about the service received and the time taken to progress his claim. Acromas a... (3 pages)View decision -
Decision Reference DRN-5625690
1 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5625690 The complaint Mr C complains that Starling Bank Limited refused to help him with problems he faced in accessing and managing his account and would not make adjustments that he required. What happened Mr C called Starling for help, following surgery, as he found communicatin... (3 pages)View decision -
Decision Reference DRN-5786726
1 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5786726 The complaint Mr G complains that Revolut Ltd closed his account and then retained funds held in it. What happened Mr G held an account with Revolut. Linked to that account, he also held an account with P, a fintech investment business. As well as day to day spending, Mr G a... (3 pages)View decision -
Decision Reference DRN-5682702
1 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5682702 The complaint Mr and Mrs B have complained that Accelerant Insurance Europe SA/NV UK Branch hasn’t fully settled a claim they made on a travel insurance policy. What happened Mr and Mrs B were on a trip abroad that began on 3 October 2024 with a planned return date of 13 Oc... (3 pages)View decision -
Decision Reference DRN-5786660
1 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5786660 The complaint Mrs T 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 T fell victim to a cruel investment scam. After being added to and following an onlin... (6 pages)View decision -
Decision Reference DRN-5786236
1 Sep 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5786236 The complaint Mr K complains because Great Lakes Insurance UK Limited (‘Great Lakes’) hasn’t paid the full amount of a curtailment claim under his travel insurance policy. All references to Great Lakes include the agents appointed to handle claims and complaints on its behal... (4 pages)View decision -
Decision Reference DRN-5601191
1 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5601191 The complaint Miss C complains that Capital One (Europe) plc irresponsibly lent to her. Miss C is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss C ... (3 pages)View decision -
Decision Reference DRN-5229456
1 Sep 2025 Whitechurch Securities Limited UpheldPensions and AnnuitiesDRN-5229456 The complaint Mr P complains that Whitechurch Securities Limited (Whitechurch) have charged him ongoing advice fees for his personal pension, but he hasn’t received any advice. What happened Mr P and his partner were originally clients of the advisory firm Bowen Coade Busst... (4 pages)View decision -
Decision Reference DRN-5786034
1 Sep 2025 One Insurance Limited UpheldInsuranceDRN-5786034 The complaint Mr W is unhappy with the management of his accidental damage claim by his insurer, One Insurance Limited (“One Insurance”) which led to delays and inconvenience. Mr W was represented for the complaint, but for ease and simplicity, I’ll only refer to Mr W. What ... (3 pages)View decision -
Decision Reference DRN-5760401
1 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5760401 The complaint Mr D complains that NewDay Ltd trading as Marbles failed to properly pursue his chargeback and rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In February 2023 Mr D purchased a mobile phone with a stylus for £275. He has tol... (3 pages)View decision
