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 380824 results
-
Decision Reference DRN-5684759
25 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5684759 The complaint Miss T complains that Inter Partner Assistance SA declined her claim and voided her travel insurance policy. What happened Miss T had an annual multi-trip travel insurance policy, which was provided by IPA. The relevant policy period was between 12 July 2024 a... (4 pages)View decision -
Decision Reference DRN-5253926
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5253926 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Background... (4 pages)View decision -
Decision Reference DRN-5746143
25 Sep 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5746143 The complaint Ms D complains about how Haven Insurance Company Limited handled a third-party claim on her motor insurance. What happened Ms D had a Haven car insurance policy. In January 2024, she was involved in an accident. Ms D told Haven the third party “had come to an a... (2 pages)View decision -
Decision Reference DRN-5481271
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5481271 THE COMPLAINT Mr C complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr C is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr C solely in this decision for ease ... (5 pages)View decision -
Decision Reference DRN-5307578
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5307578 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Background... (4 pages)View decision -
Decision Reference DRN-5253497
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5253497 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Backgrou... (4 pages)View decision -
Decision Reference DRN-5253482
25 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5253482 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Backgrou... (4 pages)View decision -
Decision Reference DRN-5795011
25 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5795011 The complaint Mr C complains Lloyds Bank PLC (“Lloyds”) refuses to refund him for a transaction he says shouldn’t have debited his account and for providing poor customer service during the account handling process. What happened In summary, Mr C brought a complaint to Lloyd... (2 pages)View decision -
Decision Reference DRN-5654452
25 Sep 2025 ACI-UK LIMITED UpheldConsumer CreditDRN-5654452 The complaint Mr B complains ACI-UK Limited threatened a home visit for a debt which he was disputing but they’d ignored his complaint. What happened ACI say Mr B had an account with a bank, and the account was sold to a debt purchaser (DP). DP asked ACI to collect the debt o... (2 pages)View decision -
Decision Reference DRN-5717089
25 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5717089 The complaint Mr D complains about a balance owed under a hire purchase agreement with Advantage Finance Ltd. Throughout his complaint, a third party has represented Mr D. But for ease, I’ll just refer to Mr D. What happened In April 2022, Mr D took out a hire purchase agree... (4 pages)View decision
