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 400695 results
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Decision Reference DRN-5597118
13 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5597118 The complaint Mr M complains Aviva Insurance Limited (“Aviva”) unfairly declined a claim he made on his property insurance policy. What happened Mr M held a home insurance policy underwritten by Aviva and contacted them in September 2024 to raise a claim. He said he was par... (4 pages)View decision -
Decision Reference DRN-5882775
13 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5882775 The complaint N, a limited company, complains that Starling Bank Limited has not refunded money it lost through what it now believes was a scam. N is represented by Q, which brings the complaint on its behalf. What happened N was seeking to wind up as a company in late 2020... (5 pages)View decision -
Decision Reference DRN-5471429
13 Nov 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5471429 The complaint Mr D, through his professional representative, has complained about the suitability of the advice given to him by St. James's Place Wealth Management Plc (“SJP”) to invest in an Individual Savings Account (“ISA”) and switch his pension to an SJP Retirement... (10 pages)View decision -
Decision Reference DRN-5057242
13 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5057242 The complaint Mr M, via a representative, complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instea... (3 pages)View decision -
Decision Reference DRN-5907767
13 Nov 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5907767 The complaint Mrs M and Mr M complain about how Great Lakes Insurance SE (“Great Lakes”) handled an escape of water claim they made under their home insurance policy. Mrs M and Mr M have been represented throughout this claim and complaint, however, for ease of reading, I w... (3 pages)View decision -
Decision Reference DRN-5802505
13 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5802505 The complaint Mr and Mrs I are unhappy with National Westminster Bank Plc. I will refer mainly to Mr I as he has dealt with the issue throughout. Mr I is a personal customer of NatWest and was until recently involved at board level with a local charity that was also a NatW... (4 pages)View decision -
Decision Reference DRN-5869110
13 Nov 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5869110 The complaint Mr K complains about the ending of a hire agreement he has with Motability Operations Limited. For ease, I’d like to tell Mr K here, that my final decision is that I don’t uphold his complaint. My reasons reaching that finding are within the body of this docume... (4 pages)View decision -
Decision Reference DRN-5767671
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5767671 The complaint Mr J complains that Santander UK Plc unfairly closed his account and caused him to miss repayments which have impacted his credit file. What happened On 5 May 2024 Santander wrote to Mr J confirming it would be closing his account and gave him two months’ noti... (3 pages)View decision -
Decision Reference DRN-5391057
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5391057 The complaint Mr M, via a representative, complains that Monzo Bank Ltd (“Monzo”) have failed to refund the money he lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inste... (3 pages)View decision -
Decision Reference DRN-5821300
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5821300 The complaint Mr M has complained that Santander UK Plc won’t refund money he says he lost to a scam. What happened in oil investments. Off the back of that he received a call from the scammer. He was shown the trading platform, which displayed live trades and appeared high... (4 pages)View decision