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 374385 results
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Decision Reference DRN-5712388
28 Aug 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5712388 The complaint Mr and Mrs D have complained about the amount British Gas Insurance Limited charged for their home emergency insurance policy. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circ... (2 pages)View decision -
Decision Reference DRN-5727354
28 Aug 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5727354 The complaint Mr H has complained that West Bay Insurance Plc has unfairly refused to pay his claim under his motor policy for a damaged vintage cherry picker. What happened On 21 August 2024, Mr H was reversing his cherry picker out of this garage or storage facility when ... (3 pages)View decision -
Decision Reference DRN-5362701
28 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5362701 The complaint Mr B complains that PayPal UK Ltd won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. She didn’t think the payment looked suspicious such that PayPal ought to have made additional checks before pr... (2 pages)View decision -
Decision Reference DRN-5605967
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5605967 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it increased the limit on his credit card. What happened Mr R applied for a Virgin Money credit card in January 2020. In his application, Mr R confirmed he was earning £42,... (4 pages)View decision -
Decision Reference DRN-5626384
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5626384 The complaint Miss A complains NewDay Ltd trading as Aqua (NewDay) failed to carry out reasonable financial checks before it approved a credit card account for her. What happened Miss A says NewDay approved a credit card account with a credit limit of £900 in January 2021, a... (3 pages)View decision -
Decision Reference DRN-5746111
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5746111 The complaint and background Mr S complains Revolut Ltd (‘Revolut’) won’t reimburse over £58,000 he lost when he fell victim to a cryptocurrency investment scam. Our investigator explained he was satisfied this service had jurisdiction to consider the complaint. But in cons... (4 pages)View decision -
Decision Reference DRN-5746098
28 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5746098 The complaint and background Mr S complains Santander UK Plc (‘Santander’) won’t reimburse over £67,000 he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. Although he found Santander ought to have enquired better d... (4 pages)View decision -
Decision Reference DRN-5570703
28 Aug 2025 Phoenix Life Limited UpheldInsuranceDRN-5570703 The complaint The estate of Mrs P complains about the way Phoenix Life Limited dealt with a claim on two life cover policies. The estate doesn’t think all the monies due from the policies have been paid. What happened In 1936 and 1939, the late Mrs P’s parents took out two ... (3 pages)View decision -
Decision Reference DRN-5558293
28 Aug 2025 Purely Financial Ltd Not upheldPensions and AnnuitiesDRN-5558293 The complaint Mr B is unhappy with advice given by Purely Financial Ltd trading as Purely Pensions (Purely Pensions) not to transfer his section 226 Retirement Annuity Contract (RAC). What happened I’m not going to refer to everything, just the key events. Mr B was introduc... (4 pages)View decision -
Decision Reference DRN-5748634
28 Aug 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5748634 The complaint Mr L complains Tesco Underwriting Limited (Tesco) declined the claim he made under his motor insurance policy following an accident. What happened The circumstances of this complaint will be well known to both Mr L and Tesco so I’ve summarised what’s happened. ... (2 pages)View decision
