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-5817196
31 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5817196 The complaint Mr H complains that Lloyds Bank PLC won’t refund money he lost when he was a victim of an investment scam. Mr H is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (4 pages)View decision -
Decision Reference DRN-5850169
31 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5850169 The complaint Mr S complains about how British Gas Insurance Limited (‘British Gas’) responded to a claim he made on his home emergency policy. Some of Mr S’ dissatisfaction relates to the actions of agents that were acting on behalf of British Gas. As British Gas have accep... (4 pages)View decision -
Decision Reference DRN-5919682
31 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5919682 The complaint Miss M has complained that Inter Partner Assistance SA (IPA) has requested a disproportionate and excessive amount of medical evidence to assess a claim she made on a travel insurance policy. What happened Miss M was due to undertake a trip abroad in January 2... (2 pages)View decision -
Decision Reference DRN-5914136
31 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5914136 The complaint Mr S complained that Admiral Insurance (Gibraltar) Limited charged him for a motor insurance policy he hadn’t agreed to. What happened Mr S had a policy with Admiral and claimed under it when his car insured under it was damaged. Admiral declared that car a tot... (3 pages)View decision -
Decision Reference DRN-4728014
31 Oct 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-4728014 The complaint Mrs J complains about the premium increases Aviva Life & Pensions UK Limited have advised her about after it reviewed her whole of life policy. She was unaware the policy was reviewable and unhappy with the premiums increasing suddenly. What happened In 19... (5 pages)View decision -
Decision Reference DRN-5687339
31 Oct 2025 Vitality Health Limited Not upheldInsuranceDRN-5687339 The complaint Mr M is unhappy that Vitality Health Limited didn’t follow through on its agreement to reinstate his private medical insurance policy. What happened Mr M had private medical insurance with Vitality and began experiencing payment issues from June 2024. In Septem... (4 pages)View decision -
Decision Reference DRN-5749988
31 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5749988 The complaint Miss S is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse money she lost to a scam. What happened Miss S saw that a friend’s account on social media was promoting an investment. The friend claimed the opportunity was s... (10 pages)View decision -
Decision Reference DRN-5907420
31 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5907420 The complaint Miss M says Starling Bank Limited (“Starling”) refuses to refund her for unauthorised transactions on her account. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In short, Miss M says she noticed... (2 pages)View decision -
Decision Reference DRN-5857116
31 Oct 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5857116 The complaint Mr and Mrs C complain that Inter Partner Assistance SA (IPA) has turned down a medical expenses claim they made on a travel insurance policy. What happened In August 2024, Mr and Mrs C took out a single trip travel insurance policy through a price comparison we... (5 pages)View decision -
Decision Reference DRN-5002035
31 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5002035 The complaint Mr O complains that Revolut Ltd won’t refund money he lost when he was the victim of a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. It’s simply b... (4 pages)View decision