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 380600 results
-
Decision Reference DRN-5892385
28 Oct 2025 Coverwise Ltd Not upheldInsuranceDRN-5892385 The complaint Miss G complains about the service she received from Coverwise Ltd in relation to her travel insurance policy. Reference to Coverwise includes its agents. Miss G has also made a complaint about the underwriter of the policy, which has been dealt with separatel... (2 pages)View decision -
Decision Reference DRN-5845605
28 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5845605 The complaint Mr and Mrs V are being represented by a claims manager. They’re complaining about Lloyds Bank PLC because it declined to refund money they lost as a result of fraud. What happened Sadly, Mr and Mrs V say they lost money to two separate investment scams. Mr V sa... (3 pages)View decision -
Decision Reference DRN-5663271
28 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5663271 The complaint Mr J says U K Insurance Limited (‘UKI’) didn’t offer him enough for his written off car when he made a claim on his motor insurance policy. What happened Mr J’s car was damaged in an accident in February 2025 and was classified as a total loss. He said he’d see... (2 pages)View decision -
Decision Reference DRN-5495040
28 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5495040 The complaint Mr N complains that Santander UK Plc won’t refund the full amount of money he 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 submissions of both ... (2 pages)View decision -
Decision Reference DRN-5495036
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5495036 The complaint Mr N complains Monzo Bank Ltd won’t refund the full amount of money he 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 submissions of both parties... (3 pages)View decision -
Decision Reference DRN-5158000
28 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5158000 The complaint Mrs O complains that Bank of Scotland plc won’t reimburse her, after she lost funds to an investment that she now considers to have been a scam. Mrs O is professionally represented in bringing her complaint, but for ease of reading I’ll refer to all submissions... (3 pages)View decision -
Decision Reference DRN-5890792
28 Oct 2025 Bank of Scotland Plc UpheldConsumer CreditDRN-5890792 The complaint Mr F complains about a car supplied to him using a hire purchase agreement taken out with Bank of Scotland plc (“BoS”). What happened In August 2024, Mr F acquired a used car using a hire purchase agreement with BoS. The car was around three years old, the cas... (4 pages)View decision -
Decision Reference DRN-5911579
28 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5911579 The complaint Mr B complains that Revolut Ltd didn’t do enough to help him when he told it about a dispute he had with a merchant over goods paid for using his Revolut debit card. What happened In January 2025 Mr B purchased six items from a merchant. The purchase took place... (3 pages)View decision -
Decision Reference DRN-5808468
28 Oct 2025 American International Group UK Limited Not upheldInsuranceDRN-5808468 The complaint Ms M has complained about the service she received from AMERICAN INTERNATIONAL GROUP UK LIMITED trading as AIG UK when she was trying to have her mobile phone repaired under her mobile phone policy. References to AIG include all its agents. What happened Ms M... (4 pages)View decision -
Decision Reference DRN-5731797
28 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5731797 The complaint Mr B has complained that U K Insurance Limited trading as Direct Line (UKI) unfairly declined a claim under his home insurance policy. References to UKI include companies acting on its behalf. What happened Mr B made a claim when his camera was accidentally d... (3 pages)View decision
