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-5775497
10 Oct 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5775497 The complaint Mr N complains about the service he received from Kroo Bank Ltd (“Kroo”) when he sent a payment to his Kroo account which triggered a security check. In particular, Mr N is unhappy that the in-app message referred to an option to cancel and return the payment b... (3 pages)View decision -
Decision Reference DRN-5522377
10 Oct 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5522377 The complaint Mr H has complained that Great Lakes Insurance UK Limited unreasonably refused to pay his claim under his mobile phone insurance policy. What happened Mr H bought a new phone around the 16 October 2024 with a UK monthly sim. He also bought this mobile phone po... (4 pages)View decision -
Decision Reference DRN-5872626
10 Oct 2025 AWP P&C S.A. Not upheldInsuranceDRN-5872626 The complaint Mr and Mrs B complain that AWP P&C S.A. declined a claim under their travel insurance policy. What happened Mr and Mrs B held a single trip travel insurance policy that covered them for a trip between 26 August and 10 September 2024. The insurer was AWP. ... (4 pages)View decision -
Decision Reference DRN-5560171
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5560171 The complaint and background Mrs F is unhappy Monzo Bank Ltd (‘Monzo’) won’t reimburse £1,000 that she lost when she fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such th... (2 pages)View decision -
Decision Reference DRN-5874437
10 Oct 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5874437 The complaint Miss H has complained that Watford Insurance Company Europe Limited unfairly declined to pay a claim she made on her motor insurance policy. She also complained that it sold her car’s salvage without her permission. Reference to Watford includes the claims hand... (4 pages)View decision -
Decision Reference DRN-5874464
10 Oct 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5874464 The complaint Mr and Mrs B complain that Great Lakes Insurance UK Limited hasn’t fairly settled a claim they made on a single trip travel insurance policy. What happened The circumstances of this complaint are well-known to both parties. So I’ve simply set out a summary of w... (4 pages)View decision -
Decision Reference DRN-5514837
10 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5514837 The complaint Mr J complains that Santander UK Plc won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both ... (2 pages)View decision -
Decision Reference DRN-5723724
10 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5723724 The complaint Mr L complains Santander UK Plc won’t make reasonable adjustments for him and is, as a result, refusing to send his new debit card to an overseas address. What happened Mr L has an account with Santander with a debit card into which his pension is paid. Mr L sa... (3 pages)View decision -
Decision Reference DRN-5577202
10 Oct 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5577202 The complaint Mr T says that The Prudential Assurance Company Limited (Prudential) treated him unfairly when it wrote to him to explain his options following a historic mistake it made in calculating his annuity. Mr T thinks that he was misled about how much increase there w... (3 pages)View decision -
Decision Reference DRN-5632075
10 Oct 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5632075 The complaint Mr and Mrs S complained that Zurich Insurance Company Ltd have informed them they were exiting the property insurance market. What happened Mr and Mrs S have been long term customers of Zurich, going back to the early 90’s. They’ve had both historic and current... (2 pages)View decision