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 367928 results
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Decision Reference DRN-5584920
2 Jun 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5584920 The complaint Mr K complains that he couldn’t contact Red Sands Insurance Company (Europe) Limited when he wanted to make a claim on his travel insurance policy for medical assistance. What happened Mr K was on holiday and needed to contact Red Sands to discuss a claim rela... (2 pages)View decision -
Decision Reference DRN-5380175
2 Jun 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5380175 The complaint Mr D has complained that his motor insurer, Advantage Insurance Company Limited (‘Advantage’), turned down a claim he made on his policy after his car was stolen. Advantage is the underwriter of this policy i.e., the insurer. During the claim Mr D also dealt w... (4 pages)View decision -
Decision Reference DRN-5597483
2 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5597483 The complaint Mrs S has complained about Santander UK Plc holding her liable for a debt which was taken out as part of a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In mid-2024, Mrs S fell victim to a cryptocurrency ... (2 pages)View decision -
Decision Reference DRN-5590301
2 Jun 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5590301 The complaint Mr B complains that Kroo Bank Ltd (“Kroo”) failed to protect his account, enabling funds to be taken. Mr B would like Kroo to make additional payments for the impact this has had on him. What happened After noticing some payments were taken from his Kroo accoun... (3 pages)View decision -
Decision Reference DRN-5596218
2 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5596218 The complaint Mr S is complaining that Bank of Scotland plc trading as Halifax (Halifax) didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. The complaint is brought on his behalf by a professional representative. What happened In 2023 M... (3 pages)View decision -
Decision Reference DRN-5367657
2 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5367657 The complaint and background Mr A complains that Lloyds Bank PLC (“Lloyds”) won’t fully reimburse the money he lost to an investment scam. In total he paid over £27,000 to the scam. Lloyds considered Mr A’s complaint. It upheld it in part and said, in summary, it should have... (2 pages)View decision -
Decision Reference DRN-5558548
2 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5558548 The complaint Mr D says National Westminster Bank Plc irresponsibly lent to him. What happened Mr D is complaining about two loans he took out from NatWest. The first, in OctoberrtoberOctoberOctober 2021, was for £19,000 over 63 months. The monthly repa The monthly reppaymen... (3 pages)View decision -
Decision Reference DRN-5591619
2 Jun 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5591619 The complaint Mr S complains that Haven Insurance Company Limited (“Haven”) declined a claim and cancelled his motor insurance policy because it thought he’d acted fraudulently. When I mention Haven I also mean its suppliers and engineers. What happened Mr S had a motor insu... (3 pages)View decision -
Decision Reference DRN-5597113
2 Jun 2025 Zurich Insurance PLC Not upheldInsuranceDRN-5597113 The complaint Mrs P complains about the way Zurich Insurance PLC trading as Zurich Municipal has handled a claim she made on a home insurance policy which provides cover for her property. What happened In 2021 Mrs P made a claim on a Zurich home insurance policy which cover... (5 pages)View decision -
Decision Reference DRN-5596156
2 Jun 2025 Sabre Insurance Company Limited UpheldInsuranceDRN-5596156 The complaint Mr S complains about Sabre Insurance Company Limited (‘Sabre’) and says they unfairly increased his premiums on his motor insurance policy. What happened Mr S took out a motor insurance policy with Sabre in September 2022 as an international license holder. He... (3 pages)View decision
