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 381082 results
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Decision Reference DRN-5749988
31 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5749988 The complaint Miss S is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse money she lost to a scam. What happened Miss S saw that a friend’s account on social media was promoting an investment. The friend claimed the opportunity was s... (10 pages)View decision -
Decision Reference DRN-5907420
31 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5907420 The complaint Miss M says Starling Bank Limited (“Starling”) refuses to refund her for unauthorised transactions on her account. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In short, Miss M says she noticed... (2 pages)View decision -
Decision Reference DRN-5857116
31 Oct 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5857116 The complaint Mr and Mrs C complain that Inter Partner Assistance SA (IPA) has turned down a medical expenses claim they made on a travel insurance policy. What happened In August 2024, Mr and Mrs C took out a single trip travel insurance policy through a price comparison we... (5 pages)View decision -
Decision Reference DRN-5002035
31 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5002035 The complaint Mr O complains that Revolut Ltd won’t refund money he lost when he was the victim of a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. It’s simply b... (4 pages)View decision -
Decision Reference DRN-5860852
31 Oct 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5860852 The complaint Mr F, who is represented by a third party, complains that Stellantis Financial Services UK Limited, trading as Vauxhall Finance (‘Vauxhall Finance’), irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In July 2017... (2 pages)View decision -
Decision Reference DRN-5776639
31 Oct 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5776639 The complaint Ms S complains that Prepay Technologies Ltd (‘Monese’) has unfairly declined to refund transactions made from her account after she was the victim of a scam. What happened On 7 July 2025, Ms S received an offer for an item she was selling via an online marketpl... (3 pages)View decision -
Decision Reference DRN-5848472
31 Oct 2025 USAA S.A. UK Branch Not upheldInsuranceDRN-5848472 The complaint Mr G complains USAA S.A. UK Branch (“USAA”) didn’t settle a claim against his valuable personal property policy fairly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the reason... (2 pages)View decision -
Decision Reference DRN-5900907
31 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5900907 The complaint Mr and Mrs E have complained about the service provided by Accredited Insurance (Europe) Limited (‘Accredited’) under their home emergency insurance policy, following a leak at their home. For the avoidance of doubt, the term ‘Accredited’ includes reference to ... (4 pages)View decision -
Decision Reference DRN-4756385
31 Oct 2025 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-4756385 The complaint Mr G complains about how Scottish Friendly Assurance Society Limited have administered a reviewable whole of life (RWOL) policy he holds with them. What happened Mr G had held his Free Spirit Plan, a type of RWOL policy, since the late 1980s. It initially provi... (3 pages)View decision -
Decision Reference DRN-5826834
31 Oct 2025 The IPS Partnership Limited Not upheldPensions and AnnuitiesDRN-5826834 The complaint Ms C’s complaint is about a Self-Invested Personal Pension (‘SIPP’) she holds jointly with her husband, and about its transfer from The IPS Partnership Limited trading as James Hay Partnership (‘JHP’) to Dentons Pension Management Limited (‘Dentons’). She says ... (18 pages)View decision
