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 381196 results
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Decision Reference DRN-5600644
16 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5600644 The complaint Mr B complained because Santander UK Plc refused to refund him for payments he said he hadn’t authorised. What happened On 25 August 2024, Mr B checked his Santander account. There were nine £30 payments to a betting site. Mr B had an account with the betting ... (4 pages)View decision -
Decision Reference DRN-5483003
16 Jun 2025 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5483003 The complaint Mr R complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services (the Post Office) has failed to trace the money he held in a savings account. What happened Mr R had a Post Office ‘instant saver’ account. He has shown us copies of two depo... (2 pages)View decision -
Decision Reference DRN-5626796
16 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5626796 The complaint Mrs O is unhappy with how HDI Global Specialty SE settled her pet insurance claim. What happened Mrs O’s dog became unwell and needed vet treatment. This included an out-of-hours emergency consultation. Sadly, Mrs O’s dog passed away. Mrs O made a claim to HDI... (4 pages)View decision -
Decision Reference DRN-5290413
16 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5290413 The complaint Mrs H complains about the outcome of a payment dispute she made to Capital One (Europe) plc (Capital One). What happened In November 2023, Mrs H contracted with a company to perform some works on a drainpipe on her property. I’ll call this company D. Mrs H paid... (3 pages)View decision -
Decision Reference DRN-5430417
16 Jun 2025 ReAssure Life Limited Not upheldInsuranceDRN-5430417 The complaint Mrs D and Mr D complain that after they missed a payment on their whole of life policy, ReAssure Life Limited didn’t follow their reinstatement policy. What happened In 2001, Mrs D and Mr D took out a whole of life policy with a business that has since been acq... (3 pages)View decision -
Decision Reference DRN-5553719
16 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5553719 The complaint Miss G complains TransUnion International UK Limited has acted unfairly by not disputing information on her credit file, after she asked it to. What happened In October 2024 Miss G contacted TransUnion as she noticed a search on her credit file, from a company... (3 pages)View decision -
Decision Reference DRN-5627376
16 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5627376 The complaint Mr B and Mrs S have complained about the delays caused by their travel insurer, Inter Partner Assistance SA (“IPA”), while reviewing a claim they made on their policy. What happened I issued a provisional decision regarding this complaint last month where I sa... (3 pages)View decision -
Decision Reference DRN-5627291
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5627291 The complaint Mr U complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr U said he had been interested in trading in cryptocurrency and had used a cryptocurrency provider, I’ll refer to as B, to do so. Mr U told u... (11 pages)View decision -
Decision Reference DRN-5519982
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5519982 The complaint Miss O complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss O fell victim to a safe account scam. She r... (8 pages)View decision -
Decision Reference DRN-5242863
16 Jun 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5242863 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (“HLAM”) withdrew its investment service without telling him. He says he told HLAM he would be transferring the proceeds of his house and car sales to his fund and share account and asked for its ... (3 pages)View decision
