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-5841439
26 Sep 2025 Accredited Insurance (UK) Limited UpheldInsuranceDRN-5841439 The complaint Mr and Mrs G are unhappy Accredited Insurance (UK) Limited declined their claim on their home insurance policy and avoided their policy. What happened Mr and Mrs G purchased their buildings and contents policy with Accredited through a comparison website in Ma... (4 pages)View decision -
Decision Reference DRN-5807978
26 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5807978 The complaint Mr P complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increase the limit. What happened Mr P applied for a Marbles credit card in June 2019. In his application, Mr P said he was employed wit... (3 pages)View decision -
Decision Reference DRN-5759442
26 Sep 2025 MSIG Europe SE UpheldInsuranceDRN-5759442 The complaint Mr and Mrs G complain that MSIG Europe SE declined a claim they made on their marine insurance policy after their boat was damaged. What happened Mr and Mrs G have marine insurance with MSIG. In July 2023 the boat suffered gearbox damage, allegedly caused by ... (3 pages)View decision -
Decision Reference DRN-5520984
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5520984 The complaint Mr C has complained that Revolut Ltd won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What I’ve ... (3 pages)View decision -
Decision Reference DRN-5776161
26 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5776161 The complaint A company which I’ll call ‘F’ complains that Santander UK Plc (‘Santander’) didn’t reimburse the money it transferred to a fraudster. The complaint is brought on F’s behalf by its director, Mr H. What happened Both parties are aware of the circumstances of th... (6 pages)View decision -
Decision Reference DRN-5811598
26 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5811598 The complaint Mr B complains that a car supplied with finance from Mercedes-Benz Financial Services UK Limited trading as Mercedes Benz Financial Services (“MBFS”) wasn’t of satisfactory quality. MBFS has agreed a rejection of the car, but Mr B is unhappy because he hasn’t b... (3 pages)View decision -
Decision Reference DRN-5431687
26 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5431687 The complaint Mr O complains Santander UK Plc won’t refund the full amount of money he lost to a scam. What happened Mr O made a payment to what he thought was a legitimate investment buying shares. When Mr O realised he had been scammed, he logged a complaint with Santander... (2 pages)View decision -
Decision Reference DRN-5520976
26 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5520976 The complaint Mr C has complained that Barclays Bank UK PLC won’t refund money he lost to a scam. What happened Prior to the scam commencing Mr C said he lost his job therefore he was looking for an investment opportunity to help him support his family. Mr C says he then rec... (3 pages)View decision -
Decision Reference DRN-5749790
26 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5749790 The complaint Mr and Mrs L have complained that Aviva Insurance Ltd declined a claim they made on a travel insurance policy. As it is Mrs L leading on the complaint, I will mostly just be referring to her in this decision. What happened Mr and Mrs L had booked a trip abroa... (2 pages)View decision -
Decision Reference DRN-5763943
26 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5763943 The complaint Miss H and Mr J complain about how Admiral Insurance (Gibraltar) Limited handled a claim on their motor insurance. What happened Miss H had an Admiral motor insurance policy, originally taken out in 2019 and which automatically renewed in January each year. In ... (3 pages)View decision