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-5386456
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5386456 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) didn’t have adequate security features in place, and that it has provided him with poor service, after scammers contacted him and tried to use his account for fraudulent transactions. What happened The background to... (2 pages)View decision -
Decision Reference DRN-5778091
3 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5778091 The complaint Mr S complains about the way U K Insurance Limited (UKI) have handled his claim under his motor insurance policy. What happened Mr S’s car was involved in an accident which he says wasn’t his fault in July 2023. He says car park barrier lowered in error and cau... (2 pages)View decision -
Decision Reference DRN-5587878
3 Sep 2025 Society of Lloyd's Not upheldInsuranceDRN-5587878 The complaint Mrs F and Ms N complain that Society of Lloyd's (“SOL”) unfairly declined a claim they made on their Event Insurance policy. What happened The background to this complaint is well known to the parties so only I’ll provide a brief summary here: • Mrs F and ... (2 pages)View decision -
Decision Reference DRN-5794158
3 Sep 2025 BUPA Insurance Limited UpheldInsuranceDRN-5794158 The complaint Mr V is unhappy that BUPA Insurance Limited (BUPA) declined his claim on his private dental 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 key events. Mr ... (4 pages)View decision -
Decision Reference DRN-5591548
3 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5591548 The complaint Miss H is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss H fell victim to a cruel investment scam. She says she was contacted by scammers offering... (6 pages)View decision -
Decision Reference DRN-5667204
3 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5667204 The complaint Mr C is unhappy with TSB Bank Plc. He said the customer service in branch was poor and he wasn’t allowed to pay in some coins that the branch considered to be damaged or “garbled.” What happened Mr C visited a TSB branch to deposit cash. He found there was a l... (3 pages)View decision -
Decision Reference DRN-5796242
3 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5796242 The complaint Mrs D and Mr F complain about The National Farmers’ Union Mutual Insurance Society Limited (“NFU”)’s handling of their buildings insurance claim. All references to NFU also include its appointed agents. What happened Below is intended to be a summary of what ha... (5 pages)View decision -
Decision Reference DRN-5796151
3 Sep 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5796151 The complaint Mr L complained about how his claim for a refund was handled by Frasers Group Financial Services Limited (“FGFS”). What happened In January 2024 Mr L ordered goods from a retailer and paid for the items using a credit account provided by FGFS. He said there wa... (3 pages)View decision -
Decision Reference DRN-5626430
3 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5626430 The complaint Mrs R complains about how British Gas Insurance Limited (BGIL) dealt with her HomeCare policy renewal. She said it removed services without her permission to achieve a lower premium and didn’t fully explain this to her, which caused financial detriment when she... (5 pages)View decision -
Decision Reference DRN-5737425
3 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5737425 The complaint Mr M complains Bank of Scotland trading as Halifax (Halifax) closed his credit card account and registered a fraud marker at Cifas, the national fraud database. What happened Mr M took out a credit card with Halifax in July 2024 with a £10,000 limit. Mr M used ... (4 pages)View decision