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 392389 results
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Decision Reference DRN-5993527
27 Jan 2026 AWP P&C S.A. Not upheldInsuranceDRN-5993527 The complaint Mr M, Mrs B and Miss M complain about how AWP P&C S.A dealt with a claim against a travel insurance policy. Reference to AWP includes its agents. What happened Mr M, Mrs B and Miss M have travel insurance as a benefit of a current account. On their return ... (3 pages)View decision -
Decision Reference DRN-5947014
27 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5947014 The complaint Mr R complains that Vanquis Bank Limited irresponsibly lent to him. What happened Mr R was approved for a Vanquis credit card in September 2019, with a £500 credit limit. The credit limit was increased a further three times; in January 2020 (£1,000), August 202... (3 pages)View decision -
Decision Reference DRN-6022482
27 Jan 2026 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-6022482 The complaint Miss L’s complaint is about a claim she made on her ARAG Legal Expenses Insurance Company Limited (‘ARAG’) legal expenses insurance policy, which ARAG declined to cover. Miss L says that ARAG treated her unfairly. All references to ARAG in this decision include... (3 pages)View decision -
Decision Reference DRN-5928198
27 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5928198 The complaint Miss T complains that Monzo Bank Ltd (“Monzo”) won’t refund her the money she lost, after she fell victim to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summa... (5 pages)View decision -
Decision Reference DRN-5891204
27 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5891204 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he’s lost to a scam. What happened During 2022 and 2023, Mr H sent the payments set out in the table below from his NatWest current account to an acquai... (5 pages)View decision -
Decision Reference DRN-5934548
27 Jan 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5934548 The complaint Ms C is unhappy that AXA PPP Healthcare Limited (AXA) declined her private medical insurance claim. She’s also Ms C is being represented on this complaint. For ease, however, I shall refer to Ms C throughout this decision. What happened In September 2015, Ms C ... (3 pages)View decision -
Decision Reference DRN-6095672
27 Jan 2026 Inter Partner Assistance SA UpheldInsuranceDRN-6095672 The complaint Ms S is unhappy that Inter Partner Assistance SA (IPA) haven’t fully settled a claim she made on her travel insurance policy and with delays in settling it. What happened Ms S claimed on her travel insurance policy after she had to cancel a planned trip with he... (3 pages)View decision -
Decision Reference DRN-5733298
27 Jan 2026 Haven Insurance Company Limited UpheldInsuranceDRN-5733298 The complaint Mr N and Mrs N are unhappy with the decision by Haven Insurance Company Limited (Haven) following an escape of water claim made on their home insurance policy. Mr N and Mrs N are both party to this complaint. Mrs N is the primary policyholder. For ease of referenc... (7 pages)View decision -
Decision Reference DRN-5703023
27 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5703023 The complaint Mr C complains, via a representative, that Wise Payments Limited (“Wise”) didn’t do enough to protect him when he fell victim to a scam. It has offered a partial reimbursement, but Mr C thinks it should be held liable for the full loss. What happened Between Se... (4 pages)View decision -
Decision Reference DRN-5992995
27 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5992995 The complaint Mr O complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr O was approved for a Capital One credit card in January 2020, (which I will refer to as A in this decision). The initial credit limit on A was £200, and the credit limit on... (4 pages)View decision