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-5149228
7 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5149228 The complaint Mr P complains about the way American Express Services Europe Limited (“AESEL”) handled a claim he made in respect of a transaction made with his credit card. What happened Mr P used his AESEL credit card to purchase some goods from a retailer, who’ll I’ll ref... (4 pages)View decision -
Decision Reference DRN-5275524
7 Mar 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5275524 The complaint Ms G complains about Fairmead Insurance Limited’s handling of a claim made under her home insurance policy after a landslip damaged her property. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary ... (7 pages)View decision -
Decision Reference DRN-5187559
7 Mar 2025 Jigsaw Insurance Services Limited Not upheldInsuranceDRN-5187559 The complaint Mrs H is unhappy with the commission charged by NCI Insurance Services Ltd (acting as an appointed representative of Jigsaw Insurance Ltd) following the sale of her car insurance policy. Mrs H is being represented by a third party in bringing her complaint to ... (2 pages)View decision -
Decision Reference DRN-5049942
7 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5049942 The complaint Mr G has complained about the way American Express Services Europe Limited (“AESEL”) dealt with his request for money back. What happened In January 2022 Mr G paid around £1,300 using his AESEL credit card for dental treatment from a supplier I’ll call “S”. Mr... (4 pages)View decision -
Decision Reference DRN-4616354
7 Mar 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-4616354 The complaint Mr L complains about Zurich Assurance Ltd. He doesn’t think they’ve correctly administered a reviewable whole of life (RWOL) policy he holds with them. What happened Mr L took out a reviewable whole of life (RWOL) policy in 1980 in order to provide protection f... (14 pages)View decision -
Decision Reference DRN-5340121
7 Mar 2025 Covea Insurance plc Not upheldInsuranceDRN-5340121 The complaint Mr M and Ms M complain Covea Insurance Plc unfairly declined their home insurance claim for alternative accommodation costs. Reference to Covea includes its agents. Mr M and Ms M are both policyholders and complainants, but as Mr M has been the main correspond... (2 pages)View decision -
Decision Reference DRN-5365531
7 Mar 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5365531 The complaint Mr C has complained that Inter Partner Assistance SA (IPA) declined a claim he made on a travel insurance policy. What happened Mr C was due to go on a trip abroad on 1 May 2024. However, as he felt unwell, he cancelled the trip and made a claim on the policy.... (3 pages)View decision -
Decision Reference DRN-5380509
7 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5380509 The complaint Mr C complains that Santander UK Plc (Santander) won’t refund money he lost on an investment scam. What happened What Mr C says: Mr C had been looking for ways to invest funds that his late mother left him. He found an article which was apparently endorsed by ... (7 pages)View decision -
Decision Reference DRN-5374388
7 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5374388 The complaint Mr S complains Revolut Ltd won’t refund the money he lost to a scam. What happened In early 2023, Mr S came across an advert featuring a media personality promoting a cryptocurrency investment opportunity. He clicked a link on it to follow up and give his conta... (10 pages)View decision -
Decision Reference DRN-5273581
7 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5273581 The complaint Mrs E complains that Nationwide Building Society hasn’t a refunded a payment that was taken from her credit card account. What happened Mrs E enrolled on an educational course with a learning provider (who I’ll refer to as “S”). The cost of the course was £1,49... (3 pages)View decision