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
-
Decision Reference DRN-5807280
9 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5807280 The complaint Mrs A complains about the way Accredited Insurance (Europe) Ltd handled a claim she made on her home insurance policy following an escape of water. What happened In May 2024, Mrs A’s property was damaged following an escape of water. Accredited accepted the cl... (3 pages)View decision -
Decision Reference DRN-5528365
9 Sep 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5528365 The complaint Ms C complains that Financial & Legal Insurance Company Ltd (“F&L”) has unfairly declined a claim under her landlords rent and legal protection insurance policy. Where I refer to F&L, this includes the actions of its agents and claims handlers for ... (3 pages)View decision -
Decision Reference DRN-5807266
9 Sep 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5807266 The complaint Miss M has complained that Domestic & General Insurance Plc (D&G) unreasonably cancelled her TV policy in September 2024 What happened Miss M had a TV policy to cover accidental damage and breakdown. In September 2024 D&G wrote to her and said it wa... (4 pages)View decision -
Decision Reference DRN-5731330
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5731330 The complaint Mr C has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened Mr C has said that he received an unprompted call from someone who said they were a financial advisor, who I will refer to as the scammer. He was added to a group ... (2 pages)View decision -
Decision Reference DRN-5731342
9 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5731342 The complaint Mr C has complained that Starling Bank Limited won’t refund money he says he lost to a scam. What happened Mr C said he received an unprompted call from someone who said they were a financial advisor, who I will refer to as the scammer. He was added to a grou... (2 pages)View decision -
Decision Reference DRN-5352852
9 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5352852 The complaint Ms S complains that Santander UK Plc won’t refund the money she lost as a result of a scam. What happened The background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Ms S saw an advert... (3 pages)View decision -
Decision Reference DRN-5319781
9 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5319781 The complaint and background Mr G complains that Lloyds Bank PLC won’t reimburse money he lost when he fell victim to an investment scam. In 2024 Mr G came across an investment firm – which I will refer to as ‘T’ - on the internet and enquired about their services. He was th... (4 pages)View decision -
Decision Reference DRN-5211371
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5211371 The complaint Mr G complains that Revolut Ltd will not refund money he lost when he was a victim of an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2024 Mr G came across an i... (4 pages)View decision -
Decision Reference DRN-5211347
9 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5211347 The complaint Mr G complains that Monzo Bank Ltd will not refund money he lost when he was a victim of an investment scam. What happened In 2024 Mr G came across an investment firm – which I will refer to as ‘T’ - on the internet and enquired about their services. He was the... (5 pages)View decision -
Decision Reference DRN-5753470
9 Sep 2025 The Mortgage Lender Limited UpheldMortgagesDRN-5753470 The complaint Mr K complains that The Mortgage Lender Limited (TML) unfairly recorded fraud markers after he applied for a mortgage. He asks that the fraud markers are removed. What happened Mr K applied to TML for a buy to let mortgage in late 2024. TML declined the applica... (3 pages)View decision