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 381196 results
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Decision Reference DRN-5812004
30 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5812004 The complaint Mr C complains about AXA PPP Healthcare Limited’s decision to turn down his private medical insurance claim. What happened On 17 October 2024 Mr C joined a group private medical insurance policy held with AXA. The policy was underwritten on a moratorium basis,... (4 pages)View decision -
Decision Reference DRN-5631710
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5631710 The complaint Miss F complains that Revolut hasn’t reimbursed her for payments she says were made by a scammer. What happened Miss F has described falling victim to a scam in 2021 – initially a third party impersonating a selling platform convinced her that they would help h... (3 pages)View decision -
Decision Reference DRN-5414845
30 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5414845 The complaint Mr M complains that Lloyds Bank PLC will not reimburse money he lost to a scam Mr M is represented by a firm, but for ease I have only referred to Mr M in this decision. What happened The background to this complaint is well known to both parties so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5805438
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5805438 The complaint Mr A complains Monzo Bank Ltd didn’t go enough to help get a refund for a transaction made on his debit card. What happened In December 2024, Mr A paid for a lifetime subscription to an online service with a company I’ll call “B”. Mr A was concerned he wasn’t ... (3 pages)View decision -
Decision Reference DRN-5850615
30 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5850615 The complaint A limited company, which I will refer to as C, complains about the handling and decline of its commercial property insurance claim by Aviva Insurance Limited. What happened The following is intended only as a summary of the events leading to this point. Additio... (9 pages)View decision -
Decision Reference DRN-5539450
30 Sep 2025 Modulr FS Limited Not upheldBanking and PaymentsDRN-5539450 The complaint Mrs B complains about Modulr FS Limited (“Modulr”). She says that Modulr failed to protect her from a scam and would like it to refund her the money she has lost. What happened Both parties are aware of the events surrounding this complaint so I will only summa... (3 pages)View decision -
Decision Reference DRN-5643619
30 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5643619 The complaint Ms A complains about how Advantage Insurance Company Limited (“Advantage”) handled a claim she made on her home insurance policy. Any reference to Advantage includes the actions of its agents. What happened The circumstances of this complaint are well known to ... (2 pages)View decision -
Decision Reference DRN-5798673
30 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5798673 The complaint Mr H complains that Black Horse Limited (‘Black Horse’) entered into a Hire Purchase agreement with him when it was unaffordable. What happened In March 2018, Mr H acquired a vehicle, which cost £17,905.00. He borrowed the full amount through a Hire Purchase a... (4 pages)View decision -
Decision Reference DRN-5834605
30 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5834605 The complaint Mr R complains Wise Payments Limited didn’t go enough to help get a refund for a transaction made on his debit card. What happened In November 2024, Mr R booked a hotel through an online travel agent, which I’ll call “B”, paying with his Wise debit card. When ... (3 pages)View decision -
Decision Reference DRN-5811222
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5811222 The complaint Mr C complains Revolut Ltd (“Revolut”) were inconsistent in the handling of his complaint and restricted his account which caused frustration and emotional strain. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them ... (3 pages)View decision
