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 380824 results
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Decision Reference DRN-5827528
3 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5827528 The complaint Miss C and Mr S have complained that their travel insurer, Inter Partner Assistance SA (‘IPA’), didn’t compensate them fully after they made a claim on their policy. What happened Miss C and Mr S took out a single trip insurance policy with IPA for a holiday t... (3 pages)View decision -
Decision Reference DRN-5568894
3 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5568894 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost as the result of a scam. Mr S brought his complaint to this service through a representative. For ease of reading I will refer solely to Mr S in this decision. What happened As both parties are f... (4 pages)View decision -
Decision Reference DRN-5596312
3 Oct 2025 Western Circle Ltd UpheldConsumer CreditDRN-5596312 The complaint Mrs B complains Western Circle Ltd trading as Cashfloat irresponsibly lent to her. What happened Mrs B took two loans with Cashfloat as follows: Loan Number Loan Amount Agreement dateRepayment date No. of monthly instalments Highest Monthly repayment 1 £40012... (7 pages)View decision -
Decision Reference DRN-5842885
3 Oct 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5842885 The complaint Mr W, as the representative of the estate of Mr S, complains that Sabre Insurance Company Limited trading as GoGirl (Sabre Insurance) didn’t provide a refund when a motor insurance policy was cancelled. What happened The late Mr S insured a car with Sabre Insur... (2 pages)View decision -
Decision Reference DRN-5772531
3 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772531 The complaint Mrs M complains that NewDay Ltd trading as Fluid irresponsibly lent to her. Mrs M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs M ... (3 pages)View decision -
Decision Reference DRN-5696701
3 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5696701 The complaint Ms K complains that Revolut Ltd did not reimburse the funds she lost to a scam. What happened Ms K was contacted via a messaging app about a job opportunity. It would require her to work remotely from her phone, and she had to complete a set number of tasks a d... (3 pages)View decision -
Decision Reference DRN-5835574
3 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5835574 The complaint Mr E complains that Nationwide Building Society (“Nationwide”) changed the opening hours of one of its branches and didn’t communicate this to him. This resulted in him wasting a trip to a branch on a day it was previously opened on and him missing out on a day... (3 pages)View decision -
Decision Reference DRN-5630282
3 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5630282 The complaint Mrs H is unhappy that Aviva Insurance Limited declined her claim for damage to her garden wall following a storm. What happened Mrs H has told us on 7 December 2024, storm Darragh caused their garden wall to partially collapse. She put in a claim under her bui... (4 pages)View decision -
Decision Reference DRN-5684823
3 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5684823 The complaint Mr W complains that Bank of Scotland plc (trading as Halifax) did not reimburse all of the funds he lost to a scam. What happened Mr W says he found an advert online that was endorsed by a celebrity for an investment opportunity. He called the number to enquire... (3 pages)View decision -
Decision Reference DRN-5848216
3 Oct 2025 ReAssure Limited Not upheldInsuranceDRN-5848216 The complaint The estate of Mrs H complains because ReAssure Limited hasn’t paid a critical illness insurance claim. What happened Mrs H held a critical illness insurance policy, provided by ReAssure. Mrs H made a claim under her policy but, very sadly, subsequently passed a... (2 pages)View decision
