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-5841277
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5841277 The complaint Mr C complains that Revolut Ltd (Revolut) 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 thigs simple I will refer to Mr C throughout my decision. What happened The background to this co... (4 pages)View decision -
Decision Reference DRN-5841847
25 Sep 2025 Scottish Friendly Assurance Society Limited Not upheldInvestmentsDRN-5841847 The complaint Miss M complains to Scottish Friendly Assurance Society Limited about the difficulty she’s having in monitoring her investment performance. What happened Miss M has invested money into individual savings accounts (ISAs) with Scottish Friendly. She monitors the... (3 pages)View decision -
Decision Reference DRN-5786876
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5786876 The complaint Mr A complains Monzo Bank Ltd hasn’t done enough to help get a refund for a transaction on his debit card. What happened In December 2024, Mr A bought a laptop online from a company I’ll call “B”, paying with his Monzo debit card. Having received the laptop, M... (3 pages)View decision -
Decision Reference DRN-5732768
25 Sep 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5732768 The complaint Mr B complains that Astrenska Insurance Limited trading as Collinson Insurance didn’t allow him to continue and extend his cover under his travel insurance policy. What happened Mr B had a backpacker single trip travel insurance policy which covered him betwee... (3 pages)View decision -
Decision Reference DRN-5819757
25 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5819757 The complaint Miss R complains about Accredited Insurance (Europe) ltd (“Accredited”) for its handling of her claim for storm damage to her home. She wants Accredited to agree to settle the claims on the basis of quotes she has received. What happened Miss R insures her home... (3 pages)View decision -
Decision Reference DRN-5252750
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5252750 The complaint Mrs H complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to a safe account scam. What happened The background is known to both parties, so I won’t repeat all the details here. In summary, in December 2023, Mrs H received a call from someone... (4 pages)View decision -
Decision Reference DRN-5690821
25 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5690821 The complaint Mr R complains about U K Insurance Limited (trading as Direct Line – “UKI”)’s handling of his buildings insurance claim. Mr R is being represented by Mr H, so I may refer to him where relevant below. All references to UKI also include its appointed agents. What... (4 pages)View decision -
Decision Reference DRN-5757004
25 Sep 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5757004 The complaint Mr M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly by providing him with a personal loan. What happened In March 2021, Mr M applied for a loan with MCB. They approved his application and lent ... (4 pages)View decision -
Decision Reference DRN-5757844
25 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5757844 The complaint The estate of Mrs L complains about the actions of Santander Consumer (UK) plc, trading as Santander Consumer Finance, in relation to a conditional sale agreement that the late Mrs L was using to pay for a static caravan. The estate is being represented by Mrs ... (3 pages)View decision -
Decision Reference DRN-5631998
25 Sep 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5631998 The complaint Mr S and Mrs S are unhappy with the service provided by Zurich Insurance Company Ltd following a claim made on their home insurance policy. Mr S and Mrs S are both party to this complaint. Mr S has primarily dealt with this Service. For ease of reference, I ha... (4 pages)View decision