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 386796 results
-
Decision Reference DRN-5954696
22 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5954696 The complaint Mr S complains that Lloyds Bank PLC has refused to refund him the money he lost through an investment scam. What happened Mr S explained that he was the victim of several scams where he made multiple debit card payments from his Lloyds account to different cryp... (4 pages)View decision -
Decision Reference DRN-6006274
22 Dec 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-6006274 The complaint Ms B and Mr M complain about how Accredited Insurance (Europe) Ltd (“Accredited”) dealt with a claim they made on their home insurance policy following an escape of water. Ms B and Mr M are joint policyholders but for ease I’ll refer to Ms B since she brought ... (4 pages)View decision -
Decision Reference DRN-5834395
22 Dec 2025 Acasta European Insurance Company Limited Not upheldInsuranceDRN-5834395 The complaint Mr M complains that Acasta European Insurance Company Limited (“Acasta”) unfairly declined a claim he made on his motor insurance GAP policy. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. Instead, I’l... (3 pages)View decision -
Decision Reference DRN-5930402
22 Dec 2025 Santander UK Plc Not upheldMortgagesDRN-5930402 The complaint Mr C complains that Santander UK plc caused delays with his mortgage application and as a result he had to pay more stamp duty land tax (SDLT) than he would otherwise have done. What happened Mr C was buying a new property and applied to Santander for a mortga... (3 pages)View decision -
Decision Reference DRN-5942427
22 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5942427 Complaint Mr S is unhappy that National Westminster Bank Public Limited Company didn’t reimburse him after he reported falling victim to a scam. Background In 2023, Mr S became aware of an opportunity to invest in a company, which I will refer to as L. This company had enter... (4 pages)View decision -
Decision Reference DRN-5700918
22 Dec 2025 esure Insurance Limited Not upheldInsuranceDRN-5700918 The complaint Miss M and Mr B complain that esure Insurance Limited (‘esure’) unfairly declined a storm damage claim they made under their property insurance policy. Miss M has acted as the main representative during the claim and complaint process. So, for ease of referenc... (3 pages)View decision -
Decision Reference DRN-5890524
22 Dec 2025 AWP P&C S.A. Not upheldInsuranceDRN-5890524 The complaint Mr and Mrs B are unhappy that AWP P&C SA declined a claim made under their travel insurance policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reaso... (2 pages)View decision -
Decision Reference DRN-5942538
22 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5942538 Complaint Mr and Mrs L are unhappy that Lloyds Bank PLC didn’t reimburse them after they reported falling victim to a scam. Background In 2021, Mr and Mrs L became aware of an opportunity to invest in a company, which I will refer to as L. This investment was promoted to the... (4 pages)View decision -
Decision Reference DRN-5976930
22 Dec 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5976930 The complaint Mr D is unhappy that Inter Partner Assistance SA (‘IPA’) declined a claim made on his annual, multi-trip, ‘standard plus’ travel insurance policy (‘the policy’). The claim was for expenses connected to Mr D being unwell abroad and needing medical attention. A... (4 pages)View decision -
Decision Reference DRN-6031697
22 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6031697 The complaint R complains about Barclays Bank UK PLC’s refusal to reimburse the losses it suffered when it says it was scammed by another company. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key facts and events here... (10 pages)View decision
