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 375868 results
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Decision Reference DRN-5643552
27 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5643552 The complaint Mr N complains that Starling Bank Limited hasn’t refunded him after he fell victim to a scam. What happened Mr N heard about an investment opportunity with a party I’ll refer to as Company B. The premise of the investment was for Mr N to send funds to Company B... (3 pages)View decision -
Decision Reference DRN-5643572
27 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5643572 The complaint Mr N complains that The Royal bank of Scotland plc (RBS) hasn’t refunded him after he fell victim to a scam. What happened Mr N heard about an investment opportunity with a party I’ll refer to as Company B. The premise of the investment was for Mr N to send fun... (3 pages)View decision -
Decision Reference DRN-5616448
27 Aug 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5616448 The complaint Ms B complains that ReAssure Limited (ReAssure) didn’t apply a single premium contribution she wanted to make to her stakeholder pension. She said the matter had taken over six months and she still hadn’t had confirmation that it had been applied. She said the ... (5 pages)View decision -
Decision Reference DRN-5727985
27 Aug 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5727985 The complaint Ms T complains about the service she received from Ikano Bank AB (publ) trading as The New Look Card, in relation to a store card account she held with them. What happened Ms T held a store card account with Ikano. The card was taken out in 2019 with an initia... (3 pages)View decision -
Decision Reference DRN-5736108
27 Aug 2025 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-5736108 The complaint Mr H complains about the response of Safe World Insurance Group (UK) Ltd (‘Safe World’) when responding to a claim made under an insurance backed guarantee. What happened The background to this complaint is well known to Mr H and Safe World. Rather than repeat ... (3 pages)View decision -
Decision Reference DRN-5690854
27 Aug 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5690854 The complaint Mr S is complaining about the amount Automobile Association Insurance Services Limited (‘AAIS’) wanted to charge when he said he wanted to cancel his roadside assistance policy. What happened In May 2025 Mr S took out a roadside assistance policy through AAIS –... (2 pages)View decision -
Decision Reference DRN-5649618
27 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5649618 The complaint Mrs T has complained about Aviva Insurance Limited’s (Aviva’s) handling of a claim for damage to her property caused by subsidence. Any reference to Aviva in this decision also includes its agents, contractors, and employees. What happened In June 2021, Mrs T m... (3 pages)View decision -
Decision Reference DRN-5325327
27 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5325327 The complaint Mr P and Mrs P are unhappy that Lloyds Bank Plc won’t refund all the losses they incurred because of an investment scam. What happened In 2024, Mr P and Mrs P were the victims of an investment scam which involved one payment they made on 13 May 2024 for £24,75... (3 pages)View decision -
Decision Reference DRN-5641145
27 Aug 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5641145 The complaint Mr O complained that Zurich Insurance Company Ltd treated his motor insurance policy a void from the start. What happened After Mr O had an accident Zurich declared his policy as being void from outset and would not accept his claim. This was because he did no... (3 pages)View decision -
Decision Reference DRN-5629588
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5629588 The complaint Ms G complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY administered her debt. What happened Ms G owed NatWest a debt that was related, it appears, to an overdraft. Ms G had been making repayments towards her debt via a firm I’ll call “W”. In... (3 pages)View decision
