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 366350 results
-
Decision Reference DRN-5421734
22 May 2025 Covea Insurance plc Not upheldInsuranceDRN-5421734 The complaint Mr C complains about Covea Insurance plc’s decision to turn down his personal accident claim. What happened Mr C holds a personal accident policy with Covea, which includes hospitalisation benefit. In 2023 he was hospitalised for around a week due to a problem... (3 pages)View decision -
Decision Reference DRN-5470532
22 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5470532 The complaint Mr H complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he says was lost as the result of a scam. What happened In 2023, Mr H was introduced to an investment by a friend who worked in investment finance. Mr H signed a joint venture agreem... (4 pages)View decision -
Decision Reference DRN-5393104
22 May 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5393104 The complaint Mr D and Mrs D complain about the way Inter Partner Assistance SA (IPA) handled a repatriation claim they made on a travel insurance policy. What happened The background to this complaint is well known to both parties. So I’ve simply set out a summary of what ... (4 pages)View decision -
Decision Reference DRN-5485563
22 May 2025 First Central Underwriting Limited UpheldInsuranceDRN-5485563 The complaint Miss B is unhappy with First Central Underwriting Limited’s (First Central) handling of a claim made under her motor insurance policy. Any references to First Central include its agents. What happened In May 2024 Miss B was involved in a car accident. She not... (2 pages)View decision -
Decision Reference DRN-5051340
22 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldInvestmentsDRN-5051340 The complaint Miss D complains that National Westminster Bank Public Limited Company ‘NatWest’ hasn’t been able to locate a Stocks and Shares ISA she holds. What happened Miss D says she has a Stocks and Shares ISA with NatWest which she opened online sometime between 2006 a... (2 pages)View decision -
Decision Reference DRN-5148442
22 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5148442 The complaint Mr G says Monzo Bank Ltd (‘Monzo’) didn’t do enough to help when he fell victim to a cryptocurrency investment scam. He says Monzo should reimburse the money he lost. Mr G has brought the complaint with the assistance of a professional representative. For ease... (4 pages)View decision -
Decision Reference DRN-5356736
22 May 2025 Vitality Health Limited UpheldInsuranceDRN-5356736 The complaint Mrs R complains Vitality Health Limited unfairly declined her claim for medical treatment. What happened Mrs R is a beneficiary of a private medical insurance policy held with her husband, and the cover is underwritten by Vitality. The policy was taken out in J... (4 pages)View decision -
Decision Reference DRN-5347954
22 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5347954 The complaint Mr D complains about the way in which Santander UK Plc handled his claim under section 75 of the Consumer Credit Act 1974 (“section 75”) after an immersion heater was poorly installed at his property. What happened In March 2023 Mr D arranged for the supply and... (3 pages)View decision -
Decision Reference DRN-5498595
22 May 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5498595 The complaint Miss W complains that Chetwood Financial Limited trading as BetterBorrow was irresponsible in its lending to her. What happened Miss W was provided with a £4,000 loan by BetterBorrow in December 2021. The loan term was 24 Months and Miss W was required to make ... (2 pages)View decision -
Decision Reference DRN-5450021
22 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5450021 The complaint Mr D complains that Monzo Bank Ltd (“Monzo”), have failed to refund money that he lost as part of an investment scam. What happened Mr D came across a company that purported to be an investment firm, but he says it was actually a scammer that I will call C. Mr ... (3 pages)View decision
