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
-
Decision Reference DRN-5816306
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5816306 The complaint Mr H complains that Revolut Ltd (“Revolut”) will not refund the money he lost to a scam. What happened The background is known to both parties, so I won’t repeat every detail. In summary, Mr H says he came across a crypto-investment opportunity on social media... (3 pages)View decision -
Decision Reference DRN-6048713
6 Feb 2026 Knott Another Mortgage Adviser Limited UpheldMortgagesDRN-6048713 The complaint Mr G and Mrs W complain that Knott Another Mortgage Adviser Limited trading as A K Partnership (‘AKP’) mis-sold them a bridging loan. What happened Mr G and Mrs W sought advice from AKP in early 2023 as they required funding to complete building work on their p... (5 pages)View decision -
Decision Reference DRN-5753147
6 Feb 2026 Astrenska Insurance Limited Not upheldInsuranceDRN-5753147 The complaint Mr Y has complained that Astrenska Insurance Limited unreasonably refused his claim under his mobile phone policy on the basis that he wasn’t a permanent resident of the UK. What happened Mr Y was resident in the UK, under a visa which at the time he bought hi... (3 pages)View decision -
Decision Reference DRN-6008531
6 Feb 2026 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-6008531 The complaint Mr G is unhappy that Liverpool Victoria Insurance Company Limited (‘LV’) declined his claim for storm damage to his roof and internal water damage to his home. He’s also unhappy with the service provided by LV’s home emergency team. Mr G would like LV to accept... (5 pages)View decision -
Decision Reference DRN-6081426
6 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6081426 The complaint Mr S complains about Liverpool Victoria Insurance Company Limited’s decision to decline a claim relating to water damage at his home. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr S h... (3 pages)View decision -
Decision Reference DRN-5900529
6 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5900529 The complaint Miss N complains that BMW FINANCIAL SERVICES (GB) LIMITED (BMWFS) terminated her motor finance agreement without due consideration of her personal circumstances. What happened In January 2020, Miss N acquired a new car through a hire purchase agreement with BMW... (3 pages)View decision -
Decision Reference DRN-6091677
6 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6091677 The complaint Mr C complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5609491
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5609491 The complaint Mr T complains that Santander UK Plc (“Santander”) didn’t do enough to protect him when he fell victim to a scam. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of ... (2 pages)View decision -
Decision Reference DRN-6121672
6 Feb 2026 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-6121672 The complaint Mr and Mrs P complain that INTACT INSURANCE UK LIMITED (trading as RSA Insurance) hasn’t offered them a fair amount to settle their home insurance claim. What happened Mr and Mrs P suspected they had a blocked drain. They engaged a contractor to investigate, w... (3 pages)View decision -
Decision Reference DRN-5973693
6 Feb 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5973693 The complaint Mr L complains that American Express Services Europe Limited (AMEX) trading as American Express failed to close his credit card which led to multiple unauthorised transactions being debited from his account which affected his credit rating. He would also like A... (2 pages)View decision