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 392389 results
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Decision Reference DRN-5952364
14 Nov 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5952364 The complaint Mr B complains that Mulsanne Insurance Company Limited unfairly withdrew a settlement offer for a claim on his motor insurance. Mr B’s policy was sold and administered by an insurance intermediary on Mulsanne’s behalf. Mulsanne used another company to handle Mr... (4 pages)View decision -
Decision Reference DRN-5843154
14 Nov 2025 The Stafford Railway Building Society Not upheldBanking and PaymentsDRN-5843154 The complaint Mr G complains that the Stafford Railway Building Society has imposed restrictions on how money from his Individual Savings Accounts (ISAs) can be transferred causing friction, financial burden and emotional distress. What happened Mr G opened two ISA accounts ... (3 pages)View decision -
Decision Reference DRN-5885505
14 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5885505 The complaint Mr T complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. Mr T brings his complaint with the assistance of a professional representative, but for ease of reading I will refe... (4 pages)View decision -
Decision Reference DRN-5756328
14 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5756328 The complaint Mr S is unhappy that Nationwide Building Society (Nationwide) won’t reimburse two payments he made, that he said were lost due to a purchase scam. He is also unhappy that they didn’t refund his payments through claims he made under section 75 of the Consumer Cr... (5 pages)View decision -
Decision Reference DRN-5848745
14 Nov 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5848745 The complaint Mr G complains AXA PPP Healthcare Limited (AXA) withdrew cover for treatment he was receiving under his private medical insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr G ho... (3 pages)View decision -
Decision Reference DRN-5951839
14 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5951839 The complaint Miss F complains Advantage Insurance Company Limited (Advantage) provided a poor level of service and made a number of mistakes which caused delays after she made a claim on her motor insurance policy. Advantage are the underwriters of this policy i.e. the ins... (3 pages)View decision -
Decision Reference DRN-5777253
14 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5777253 The complaint Mr P complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse him the funds he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. Mr P brings his complaint with the assistance of a professional representative, but for ease of reading I will ... (6 pages)View decision -
Decision Reference DRN-5947636
14 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5947636 The complaint Mr C has complained about his motor insurer Admiral Insurance (Gibraltar) Limited because it has refused to settle his claim for the theft of his van. What happened Mr C discovered his van had been stolen overnight and crashed, possibly in the early hours of t... (5 pages)View decision -
Decision Reference DRN-5754946
14 Nov 2025 Admiral Markets UK Ltd Not upheldInvestmentsDRN-5754946 The complaint Ms C complains that Admiral Markets UK Ltd liquidated her contracts for difference positions causing her significant financial losses. What happened Ms C held a contract for difference (CFD) trading account with Admiral Markets. She said they failed to provide... (3 pages)View decision -
Decision Reference DRN-5930690
14 Nov 2025 Protector Insurance UK UpheldInsuranceDRN-5930690 The complaint Ms S has complained about the delays and claim handling following a claim she made against the buildings insurance policy covering her home which is provided by Protector Insurance UK. Any reference to Protector includes its agents. What happened The details of... (2 pages)View decision