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-5775491
3 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5775491 The complaint Mr M is unhappy that BUPA Insurance Limited has declined to offer cover for emergency admissions related to an existing urinary condition under a private medical insurance policy. What happened Mr M has held a policy with BUPA for a long time. He has an existin... (3 pages)View decision -
Decision Reference DRN-5647956
3 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5647956 The complaint Mr M and Mrs M have complained that Lloyds Bank General Insurance Limited trading as Halifax (Lloyds) unfairly settled a claim under their home insurance policy. References to Lloyds include companies acting on its behalf. What happened Mr M and Mrs M made a ... (2 pages)View decision -
Decision Reference DRN-5411964
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5411964 The complaint Mr B is seeking to recover £17,706 from Santander UK Plc (“Santander”), payments he made from his bank account as a result of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 29 January 2025 covered the detai... (5 pages)View decision -
Decision Reference DRN-5794146
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5794146 The complaint Ms S complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Ms S is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms S herself. What... (5 pages)View decision -
Decision Reference DRN-5793820
3 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5793820 The complaint Mr E complains that Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) unfairly reported a late payment marker to the Credit Reference Agencies (‘CRAs’). Mr E wants the late payment marker removing and for Tesco to change their process. What happened In Dec... (4 pages)View decision -
Decision Reference DRN-5786720
3 Sep 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5786720 The complaint Miss P complains that Mortgager Advice Bureau Limited (MAB) did not submit an application for a rate switch on her mortgage. As a result, she has had to take a higher interest rate. What happened In January 2024, Miss P contacted Start Financial Services (a tra... (3 pages)View decision -
Decision Reference DRN-5561959
3 Sep 2025 Phoenix Life Limited Not upheldInsuranceDRN-5561959 The complaint Mr C complains that Phoenix Life Limited (Phoenix) didn’t provide details of what happened to the proceeds from his endowment policy when it matured. What happened The background to this complaint is well known to all parties so I’ll just give a broad overview... (3 pages)View decision -
Decision Reference DRN-5635875
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5635875 The complaint Mr R complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed the funds he lost when he fell victim to a scam. What happened Mr R says that he found an investment opportunity with a company I’ll call M online and started to communicate with other investors be... (5 pages)View decision -
Decision Reference DRN-5791531
3 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5791531 The complaint Mr L has complained that Inter Partner Assistance SA (IPA) declined a claim he made on a travel insurance policy. What happened Mr L was on a trip aboard with his young son. They had arrived on 26 November 2024 and had a planned return date of 3 December 2024.... (3 pages)View decision -
Decision Reference DRN-5373106
3 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5373106 The complaint Mrs M complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mrs M throughout this decision. What happened The background is known to both par... (2 pages)View decision
