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 369227 results
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Decision Reference DRN-5325313
13 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5325313 The complaint Mr O complains that Wise Payments Limited (‘Wise’) won’t refund money he lost as part of a scam. Mr O is professionally represented, however, to keep things simple, I’ll refer to Mr O throughout my decision. What happened The background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5585439
13 Jun 2025 Wakam Not upheldInsuranceDRN-5585439 The complaint Mr H is unhappy that Wakam sharply increased his pet insurance premiums. What happened In 2020, Mr H took out a lifetime pet insurance policy for his dogs. He renewed it each year. In 2023 his monthly premium had risen from around £60 to around £110. Mr H adju... (2 pages)View decision -
Decision Reference DRN-5624931
13 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5624931 The complaint Mr C and Ms B’s complaint relates to a loan they had with Shawbrook Bank Limited, which financed the purchase of a timeshare product from a timeshare provider (the “Supplier”). Mr C and Ms B complain Shawbrook has failed to accept responsibility for the mis-sal... (6 pages)View decision -
Decision Reference DRN-5549453
13 Jun 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5549453 The complaint Mr and Mrs H have complained that Red Sands Insurance Company (Europe) Limited hasn’t paid out the full amount on a claim they made on their single trip travel insurance policy. They have also complained about poor claims handling. What happened Mr and Mrs H p... (4 pages)View decision -
Decision Reference DRN-5191833
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5191833 The complaint Miss K is unhappy Revolut Ltd didn’t refund payments she made as part of a scam. What happened In early 2024 Miss K came across an advert on social media for a job. She contacted the person who posted it and was given details for the ‘HR department’ at a compan... (4 pages)View decision -
Decision Reference DRN-5306068
13 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5306068 The complaint Mr M is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited (“Moneybarn”) was of an unsatisfactory quality. When I refer to what Mr M has said and what Moneybarn has said, it should also be taken to include things... (4 pages)View decision -
Decision Reference DRN-5538810
13 Jun 2025 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5538810 The complaint Mr I complains that Interactive Brokers (U.K.) Limited (IB) didn’t do enough to help him convert some American Depositary Receipts (ADRs) he held into direct holdings in the underlying shares. He says as a result he’s lost out on dividends, as well as the oppor... (4 pages)View decision -
Decision Reference DRN-5403947
13 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5403947 The complaint Miss D and Mr S are unhappy with how Inter Partner Assistance SA (IPA) have dealt with a claim on their travel insurance policy. For ease I’ve mostly referred to Miss D throughout. What happened Miss D and Mr S have an annual travel insurance policy underwrit... (4 pages)View decision -
Decision Reference DRN-5601664
13 Jun 2025 Vitality Life Limited Not upheldInsuranceDRN-5601664 The complaint Mrs M, Mr T and Mrs T, as trustees of the T trust, have complained that Vitality Life Limited have unfairly declined Mr T’s total and permanent disability claim and have voided the policy because they say the claim was fraudulent. What happened Mr T bought a li... (3 pages)View decision -
Decision Reference DRN-5624661
13 Jun 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5624661 The complaint A complaint has been brought by the director of P, a limited company, about AXA Insurance UK Plc (“AXA”). Any references to P in this decision include its director, and any references to AXA include its appointed agents. P complains that AXA unfairly and unreas... (4 pages)View decision
