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 392389 results
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Decision Reference DRN-5786024
11 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5786024 The complaint Mr B complains UK Insurance Limited (“UKI”) hasn’t offered to settle his claim on his commercial motor insurance policy fairly as it hasn’t valued his car correctly after it was deemed beyond economic repair following an accident. All references to UKI includes... (3 pages)View decision -
Decision Reference DRN-5473144
11 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5473144 The complaint Mr B is unhappy that Starling Bank Limited (Starling) won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr B was looking to book a villa aboard ... (2 pages)View decision -
Decision Reference DRN-5807968
11 Sep 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5807968 The complaint Mrs S and Mr S complain about the way ARAG Legal Expenses Insurance Company Limited managed a claim on their legal expenses insurance policy. Although this is a joint policy, Mrs S has dealt with the claim and complaint correspondence so I will mostly refer to ... (6 pages)View decision -
Decision Reference DRN-5570625
11 Sep 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5570625 The complaint Mr G complains that Tandem Personal Loans Ltd trading as Oplo (Tandem) was irresponsible in its lending to him. He wants all interest and charges refunded and any adverse information removed from his credit file. Mr G is represented by a third party but for eas... (3 pages)View decision -
Decision Reference DRN-5756314
11 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5756314 The complaint Miss F complains that Monzo Bank Ltd trading as Monzo (“Monzo”) won’t reimburse funds she lost as part of a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. But, I understand it to be as fol... (4 pages)View decision -
Decision Reference DRN-5559081
11 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5559081 The complaint Mrs G and Mr H complain that Lloyds Bank PLC did not reimburse the funds they say the lost to a scam. What happened Mrs G and Mr H have said they were introduced to an investment opportunity by a friend they had known for many years. They invested over £560,000... (2 pages)View decision -
Decision Reference DRN-5610223
11 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5610223 The complaint Mr A complains that AWP P&C S.A declined a claim on his motor warranty. What happened Mr A took out a motor warranty with AWP in March 2024. I was sorry to hear the coolant pipe needed repairing. Mr A raised a claim with AWP but it was declined as the part ... (2 pages)View decision -
Decision Reference DRN-5634461
11 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5634461 The complaint Miss G complains that Admiral Insurance (Gibraltar) Limited’s settlement offer for a claim on her motor insurance was unfair. Miss G is represented in this matter by her husband but, for simplicity, I’ll just refer to Miss G in my decision. What happened Miss G... (3 pages)View decision -
Decision Reference DRN-5512589
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5512589 The complaint Mrs G and Mr H complain that Barclays Bank UK PLC did not reimburse the funds they lost to a scam. What happened Mrs G and Mr H say they were introduced to a new cryptocurrency coin which their friend had invested in previously. They looked at the related websi... (2 pages)View decision -
Decision Reference DRN-5811793
11 Sep 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5811793 The complaint The estate of the late Mr M complains that Interactive Investor Services Limited (“Interactive”) has lost shares belonging to the estate. The complaint is brought on the estate’s behalf by the executor who is also the late Mr M’s wife. I will refer to her as “... (3 pages)View decision