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 393318 results
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Decision Reference DRN-5778584
30 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5778584 The complaint Mrs C has complained about Ageas Insurance Limited’s handling of a claim she made on her roadside assistance policy. Mrs C’s policy is branded in a trading name of the company which administers it. But, Ageas is the policy underwriter, which means it is respon... (3 pages)View decision -
Decision Reference DRN-5361506
30 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5361506 The complaint Mr H complains that Starling Bank Limited didn’t refund him money, that he believed was lost through an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to all parties and has been laid out in detail... (3 pages)View decision -
Decision Reference DRN-5738719
30 Sep 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5738719 The complaint Miss Z complains that MI Vehicle Finance Limited (“MI”) rejected her request for recompense for a faulty car. What happened In February 2023 Miss Z purchased a second-hand car which was some six years old and had a recorded mileage of 57,165. In February 2024 s... (2 pages)View decision -
Decision Reference DRN-5799802
30 Sep 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5799802 The complaint Mr P has complained about the way Red Sands Insurance Company (Europe) Limited has handled a claim he made on a travel insurance policy. What happened Mr P was due to go on a trip abroad in February 2025. Unfortunately, he sustained an injury just beforehand. ... (3 pages)View decision -
Decision Reference DRN-5849324
30 Sep 2025 Bluestone Mortgages Limited Not upheldMortgagesDRN-5849324 The complaint Mr and Mrs H are unhappy with how Bluestone Mortgages Limited have treated them. They said they wanted a payment break or reduced payments for a couple of months and after this was agreed, they were bullied and harassed by Bluestone. What happened Mr and Mrs H ... (4 pages)View decision -
Decision Reference DRN-5849290
30 Sep 2025 Handelsbanken plc UpheldBanking and PaymentsDRN-5849290 The complaint Z, a trust, complains that Handelsbanken plc failed to protect them from sending funds to a fraudster. They’d like their losses refunded to them. Z is represented by Mrs C, a trustee. What happened In April 2023 Z was looking to move £70,000 for investment pu... (3 pages)View decision -
Decision Reference DRN-5272258
30 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5272258 The complaint Mrs S complains Lloyds Bank PLC won’t reimburse £6,200 that she lost when she fell victim to an investment scam. What happened Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such that Lloyds to have made ad... (2 pages)View decision -
Decision Reference DRN-5849098
30 Sep 2025 Handelsbanken plc UpheldBanking and PaymentsDRN-5849098 The complaint Z, a trust, complains that Handelsbanken plc failed to protect them from sending funds to a fraudster. They’d like their losses refunded to them. Z is represented by Mrs C, a trustee. What happened In April 2023 Z was looking to move £120,000 for investment p... (3 pages)View decision -
Decision Reference DRN-5848988
30 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5848988 The complaint Z, a trust, complains that Revolut Ltd have declined to refund them for funds they lost to an email intercept scam. Z has appointed professional representatives for this case. But for ease of reading I’ll refer mostly to Z and the trustee, Mrs C. What happened... (4 pages)View decision -
Decision Reference DRN-5818130
30 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5818130 The complaint Miss G complains that Lloyds Bank Plc trading as MBNA (MBNA) acted unfairly in approving a credit card and subsequent credit limit increases. What happened In 2002 Miss G applied for a credit card with MBNA. Her application was successful. In 2003 Miss G’s cre... (4 pages)View decision