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-5829834
13 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5829834 The complaint Mr B complains that Great Lakes Insurance UK Limited declined a claim on his pet insurance policy. What happened Mr B took out pet insurance for his cat, underwritten by Great Lakes. In April 2025 he made a claim on the policy for treatment for a dental conditi... (2 pages)View decision -
Decision Reference DRN-5740345
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5740345 The complaint Mr A complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr A says that a friend of his introduced him to an online trading investment opportunity through a company I’ll call C. He coul... (4 pages)View decision -
Decision Reference DRN-5771970
13 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5771970 The complaint Mr W complains that Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr W brought his complaint through a representative. For ease of reading I will refer solely to Mr W in this decision. What happened As both parties are familiar with ... (3 pages)View decision -
Decision Reference DRN-5746726
13 Nov 2025 1 ANSWER INSURANCE SERVICES LTD. UpheldInsuranceDRN-5746726 The complaint Mr S complains about the advice given to him by 1 ANSWER INSURANCE SERVICES LTD when taking out a commercial vehicle insurance policy. What happened Mr S took out a new commercial vehicle insurance policy via 1 Answer. After taking it out he wanted to temporari... (2 pages)View decision -
Decision Reference DRN-5139827
13 Nov 2025 ReAssure Life Limited Not upheldInvestmentsDRN-5139827 The complaint Mr B, as a trustee of a trust he settled an investment bond in, complains that ReAssure Life Limited (ReAssure) failed to surrender on that bond when requested. What happened Mr B, along with his late wife, took out an investment bond in 2000 and placed it in ... (3 pages)View decision -
Decision Reference DRN-5720633
13 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5720633 The complaint Mr T complains about how U K Insurance Limited (UKIL) dealt with a claim on his motor insurance, and including the valuation placed on his car. References to UKIL include other organisations and individuals acting on its behalf. What happened Mr T had motor ins... (4 pages)View decision -
Decision Reference DRN-5826935
13 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5826935 The complaint Ms A has complained that Revolut Ltd “Revolut” did not deal fairly with her request for help when seeking a refund from a merchant. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly set them out here. On 9 May 2025, ... (4 pages)View decision -
Decision Reference DRN-5947919
13 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5947919 The complaint Mrs O and Mr R complain that Nationwide Building Society (“Nationwide”) hasn’t refunded them after they fell victim to an investment scam. What happened I issued a provisional decision in October 2025 to explain why I thought Mrs O and Mr R’s complaint should b... (4 pages)View decision -
Decision Reference DRN-5726830
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5726830 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard didn’t close his credit card account when he asked it to. What happened In January 2025, Mr H made a payment of around £90 to pay off the outstanding balance on his credit card account. He contact... (4 pages)View decision -
Decision Reference DRN-5740436
13 Nov 2025 U K Insurance Limited Not upheldInsuranceDRN-5740436 The complaint Mr and Mrs B complain U K Insurance Limited trading as Direct Line (UKI) unfairly declined an accidental damage claim under a buildings insurance policy. What happened The details of the complaint are well-known to the parties, so I won’t repeat them. Instead, ... (2 pages)View decision