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-5928539
5 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5928539 The complaint Mrs D and Mr P complain about the way that Inter Partner Assistance SA (IPA) has settled a claim they made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I con... (4 pages)View decision -
Decision Reference DRN-5928563
5 Nov 2025 British Gas Insurance Limited UpheldInsuranceDRN-5928563 The complaint Mr D has complained about how British Gas Insurance Limited (British Gas) dealt with a claim under his home emergency policy. References to British Gas include companies acting on its behalf. What happened Mr D contacted British Gas to send an engineer to dea... (4 pages)View decision -
Decision Reference DRN-5846178
5 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5846178 The complaint Mr M complains that Nationwide Building Society (‘Nationwide’) as the receiving bank, could’ve prevented the loss he suffered. What happened In 2021, Mr M was introduced to an individual by a friend he’d known since secondary school and trusted. I’ll refer to ... (3 pages)View decision -
Decision Reference DRN-5923811
5 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5923811 The complaint Mr I complains that Revolut Ltd didn’t do enough to help him when he told it about a dispute he had over services paid for using his Revolut debit card. What happened On 14 January 2025 Mr I attempted to purchase flights via a third-party travel agent. The cost... (5 pages)View decision -
Decision Reference DRN-5696110
5 Nov 2025 Sky UK Limited Not upheldConsumer CreditDRN-5696110 The complaint Mr R complained about the way that Sky UK Limited dealt with the administration of a fixed sum loan agreement he had with it. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail.... (3 pages)View decision -
Decision Reference DRN-5736144
5 Nov 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5736144 The complaint Mr H has complained about the quality of a car provided on finance by Specialist Motor Finance Limited (“SMF”). What happened Both parties are familiar with the events, so I’ll briefly summarise them here. SMF supplied Mr H with a used car on a hire purchase ... (4 pages)View decision -
Decision Reference DRN-5706923
5 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5706923 The complaint Mrs M is unhappy Santander Bank UK Plc will not refund the money that she lost as the result of a scam. Mrs M brought her complaint through a representative. For ease of reading I will refer solely to Mrs M in this decision. What happened As both parties are fa... (3 pages)View decision -
Decision Reference DRN-5753942
5 Nov 2025 Covea Insurance plc UpheldInsuranceDRN-5753942 The complaint Mr K complains that Covea Insurance plc (“Covea”) said he’d misrepresented his details when applying for his car insurance, so it charged him an additional premium. What happened Mr K applied for a car insurance policy with Covea. He bought the policy through a... (3 pages)View decision -
Decision Reference DRN-5861888
5 Nov 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5861888 The complaint Mr R has complained that Scottish Widows Limited linked his details to another customer’s pension policy. As a result, he’s received information about a pension belonging to another person with the same name. Mr R has said this has been extremely stressful and... (8 pages)View decision -
Decision Reference DRN-5819126
5 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5819126 The complaint Mr M complains Revolut Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr M opened an account with Revolut in April 2025. In May, it was ... (3 pages)View decision