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 375868 results
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Decision Reference DRN-5561482
3 Sep 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5561482 The complaint Mr A complains that AmTrust Specialty Limited declined his claim for unemployment benefit under an income protection policy. What happened Mr A held unemployment cover since 1 August 2019. The policy included an excess period of 60 days when no benefit amount ... (4 pages)View decision -
Decision Reference DRN-5795441
3 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5795441 The complaint Mr T complains about British Gas Insurance Limited’s handling of his HomeCare insurance claim. What happened Mr T holds HomeCare insurance cover with British Gas which covers his rental property. In November 2024 Mr T asked British Gas to attend for a boiler r... (3 pages)View decision -
Decision Reference DRN-5538531
3 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5538531 The complaint Mr J is unhappy that AXA PPP healthcare Limited has declined to cover a claim made for his young son under a private health insurance policy. The claim relates to immunotherapy. What happened The details of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-5652121
3 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5652121 The complaint Mr H has complained that U K Insurance Limited (UKI) declined a claim he made on a travel insurance policy. What happened Mr H was due to go on a trip with his wife beginning on 14 July 2024. However, he was unwell on that day and felt unable to travel. His wi... (2 pages)View decision -
Decision Reference DRN-5751555
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5751555 The complaint Mr K complains about the actions taken by Santander UK Plc when it blocked a payment he wanted to make and misdescribed his neurodiversity as a mental health condition. What happened In May 2025, Mr K requested Santander to remove a block he’d previously asked... (5 pages)View decision -
Decision Reference DRN-5516050
3 Sep 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5516050 The complaint Mr J is unhappy that AXA PPP Healthcare Limited stopped covering a claim made on his private health insurance policy for a shoulder injury. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focu... (2 pages)View decision -
Decision Reference DRN-5764648
3 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5764648 The complaint Mr A complains that Revolut Ltd unfairly closed his account and recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened In June 2023, after receiving an unexpected payment of £1,000, Revolut closed Mr A’s account and rec... (3 pages)View decision -
Decision Reference DRN-5795309
3 Sep 2025 Gracombex Ltd Not upheldConsumer CreditDRN-5795309 The complaint Mr D’s complaint is that Gracombex Ltd trading as The Money Platform (TMP) irresponsibly arranged three unaffordable loans for him. Mr D is represented by a professional representative, but for ease I’ve referred to all submissions as though they are his own. ... (4 pages)View decision -
Decision Reference DRN-5763032
3 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5763032 The complaint Mr H complains that Clydesdale Bank Plc rejected a payment into his account and that it did not tell him that it had done so. The bank trades in this case under its Virgin Money brand. What happened Mr H had an account with an online gambling business, which I’... (2 pages)View decision -
Decision Reference DRN-5651856
3 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5651856 The complaint P is unhappy that Wise Payments Limited won’t refund payments they made because of an advance fee scam. What happened A limited company that I will refer to as “P” said it was a victim of an advance fee scam which involved two payments they made in September 2... (4 pages)View decision
