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-5757512
10 Sep 2025 AWP P&C S.A. UpheldInsuranceDRN-5757512 The complaint Mr J complains about the way AWP P&C S.A. handled a medical expenses claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the main even... (5 pages)View decision -
Decision Reference DRN-5645313
10 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5645313 The complaint Miss F and Mr P are unhappy with the way Domestic & General Insurance Plc (D&G) recorded incorrect information on their home appliance insurance account. What happened In 2022 a policy taken out by Miss F’s former partner was found to be incorrectly lin... (2 pages)View decision -
Decision Reference DRN-5305046
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5305046 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5597294
10 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5597294 The complaint Miss C complains that Shop Direct Finance Company Limited trading as very lent to her irresponsibly when they provided her with a Credit Account. What happened In January 2020, Miss C was provided with a Credit Account by Shop Direct which allowed her to purch... (3 pages)View decision -
Decision Reference DRN-5617000
10 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5617000 The complaint Mr I is unhappy that Bank of Scotland UK Plc haven’t refunded money he lost as a result of a scam. Mr I is being supported by a legal representative but for ease I’ll only refer to Mr I in the decision. What happened The detailed background to this complaint ... (4 pages)View decision -
Decision Reference DRN-5616632
10 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5616632 The complaint Mr B has complained TSB Bank plc failed in any safeguarding of his expenditure when he spent on gaming sites in 2024. What happened Mr B is receiving mental health support and is represented in his complaint by his father, who I’ll call Mr B1. On 13 November 20... (3 pages)View decision -
Decision Reference DRN-5805040
10 Sep 2025 Saga Services Limited Not upheldInsuranceDRN-5805040 The complaint The estate of Mrs B complains Saga Services Limited (Saga) mis-sold it a home insurance policy. The estate of Mrs B is being represented by an executor, Mr B. What happened The circumstances of this complaint will be well known to both parties and so I’ve summa... (5 pages)View decision -
Decision Reference DRN-5734292
10 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5734292 The complaint Mr C is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, charged him cash transaction fees when he purchased two gift e-vouchers. What happened Mr C purchased two gift e-vouchers using his Tesco credit card. When Mr C received his next monthly statemen... (2 pages)View decision -
Decision Reference DRN-5595983
10 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5595983 The complaint Mrs W is unhappy with the way in which Inter Partner Assistance SA (‘IPA’) handled a claim made on her single trip travel insurance policy (‘the policy’) for medical costs whilst she was on holiday, abroad – including not paying the claim in full. All referenc... (4 pages)View decision -
Decision Reference DRN-5647517
10 Sep 2025 Society of Lloyd's UpheldInsuranceDRN-5647517 The complaint Mrs G has complained about Society of Lloyd’s decision to decline a claim she made under the structural defects warranty covering her property. Reference to SOL also includes the syndicate which underwrites the warranty. What happened The subject of this comp... (5 pages)View decision