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 368546 results
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Decision Reference DRN-5524951
10 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5524951 The complaint Miss S complains Advantage Insurance Company Limited (Advantage) provided a poor level of service which caused delays when she made a claim on her motor insurance policy. Advantage are the underwriters of this policy i.e. the insurer. Part of this complaint co... (3 pages)View decision -
Decision Reference DRN-5589534
10 Jun 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5589534 The complaint Mr Y complains that PayPal UK Ltd won’t refund the cost of goods he paid for using PayPal Credit. He says the goods were not as described. What happened In October 2023 Mr Y placed an online order with a retailer, which I’ll call “U”, for nearly £2,000 worth of... (3 pages)View decision -
Decision Reference DRN-5592136
10 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5592136 The complaint Ms W complains that UK Insurance Limited (UKI), trading as Green Flag, failed to treat her fairly when she made a claim on her roadside assistance policy. What happened In June 2024, Ms W was driving to an airport to catch a flight the following day when the AB... (2 pages)View decision -
Decision Reference DRN-5594232
10 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5594232 The complaint Mrs K complains Revolut Ltd (“Revolut”) declined to refund payments she says she didn’t make. What happened On 23 August 2023, Mrs K said she and her husband received a call from someone claiming to be one of their banking providers asking if they’d made any pa... (9 pages)View decision -
Decision Reference DRN-5109767
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5109767 The complaint Ms O complains that HSBC UK Bank Plc won’t refund money she lost when she says she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Ms O says that she fell victi... (3 pages)View decision -
Decision Reference DRN-5020529
10 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5020529 The complaint Mrs W complains Santander UK PLC didn’t do enough to help get a refund for a purchase made on her credit card. What happened In October 2023, Mrs W bought a rug from a retailer I’ll call “B”. Within a couple of months Mrs W says the rug had deteriorated. Havin... (4 pages)View decision -
Decision Reference DRN-5610541
10 Jun 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5610541 The complaint Mr E is unhappy that Legal and General Assurance Society Limited (L&G) declined a claim on his income protection policy. What happened Mr E is a director of a company. He is the beneficiary of his company’s executive income protection policy. The policy wa... (4 pages)View decision -
Decision Reference DRN-5615219
10 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5615219 The complaint Mrs E has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited, but I will refer to L&C throughout. Mrs E says L&C mismanaged her SIPP and as a result it allowed investments t... (34 pages)View decision -
Decision Reference DRN-4944951
10 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4944951 The complaint Mrs K complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But... (8 pages)View decision -
Decision Reference DRN-5094520
10 Jun 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5094520 The complaint Mr J complains about the quality of a car he has financed through an agreement with Advantage Finance Ltd (‘Advantage’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving... (2 pages)View decision
