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 393318 results
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Decision Reference DRN-5886065
31 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5886065 The complaint Mrs J has complained that Barclays Bank UK PLC won’t refund several payments she says she made and lost to a scam. Mrs J has referred the complaint to us using a representative. However, for ease I will refer to Mrs J throughout. What happened The background ... (4 pages)View decision -
Decision Reference DRN-5807961
31 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5807961 The complaint Mr C complains PayPal UK Ltd allowed him to open multiple accounts and gamble, which led to significant losses and harm to Mr C. What happened Mr C opened numerous accounts with PayPal and made payments to gambling companies through these accounts. Mr C told... (5 pages)View decision -
Decision Reference DRN-4931982
31 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-4931982 The complaint X holds (jointly and severally) a Lasting Power of Attorney (‘LPA’) for Mrs W. The complaint is about the experiences faced by X (acting under the LPA) and by Mrs W’s Financial Adviser (‘FA’) when they sought to conduct a withdrawal from her Investment Bond (‘... (6 pages)View decision -
Decision Reference DRN-5857005
31 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5857005 The complaint Mr B has complained that Inter Partner Assistance SA (IPA) declined a claim he made on a travel insurance policy. Mr B has been represented in making this complaint, however, for ease, I will just be referring to Mr B in this decision. What happened Mr B purc... (3 pages)View decision -
Decision Reference DRN-5866622
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5866622 The complaint Mrs C complains that HSBC UK Bank Plc rejected her disputed transaction claim. What happened Mrs C purchased a shower screen from a merchant using her HSBC card. When the shower screen was delivered and fitted Mrs C discovered that the screen door opened inward... (3 pages)View decision -
Decision Reference DRN-5486298
31 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5486298 The complaint Mr N and Mrs S complain that HSBC UK Bank Plc (HSBC) is refusing to refund them the amount they lost as the result of a scam. Mr N and Mrs S are being represented by a third party. To keep things simple, I will refer to Mr N and Mrs S throughout my decision. Wh... (3 pages)View decision -
Decision Reference DRN-5756961
31 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5756961 The complaint Mr T has complained about the way First Central Underwriting Limited settled a third party claim while Mr T held a car insurance policy with it. What happened Mr T was involved in an incident which caused damage to a third party vehicle (TPV). First Central did... (2 pages)View decision -
Decision Reference DRN-5918604
31 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5918604 The complaint Mr I has complained about the process Admiral Insurance (Gibraltar) Limited followed and its valuation of his car when handling a claim on his motor insurance policy. What happened Mr I’s car was damaged in an accident. Admiral deemed the car a total loss. Mr I... (3 pages)View decision -
Decision Reference DRN-5469894
31 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5469894 The complaint Mr B and Ms Z complain that Santander UK Plc won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In mid-2024, Mr B and Ms Z were looking to get a garden room built at their property. They contacted a garden r... (4 pages)View decision -
Decision Reference DRN-5702494
31 Oct 2025 AXA XL Insurance Company UK Limited Not upheldInsuranceDRN-5702494 The complaint Mr A and Mrs M complain about how AXA XL Insurance Company Limited settled a claim they made following the loss of jewellery. What happened Mr A and Mrs M held a jewellery insurance policy, which is underwritten by AXA. This policy insures two wedding bands an... (3 pages)View decision