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-5803024
24 Sep 2025 Vitality Life Limited Not upheldInsuranceDRN-5803024 The complaint Mr H is unhappy that Vitality Life Limited cancelled his wife’s life insurance policy (‘the policy’) and declined a claim made on the policy for the life benefit which he says he’s entitled to. I’ll refer to Mr H’s wife as Mrs H. What happened The details of ... (4 pages)View decision -
Decision Reference DRN-5377555
24 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5377555 The complaint Ms P has complained about Santander UK Plc not refunding several payments she says she made and lost to a job scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms P fell victim ... (3 pages)View decision -
Decision Reference DRN-5831494
24 Sep 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5831494 The complaint Mr T, representing business S, complains Bank of Ireland (UK) Plc (BOI) misadvised him and provided a banker’s draft for £40,000 to fund two Individual Savings Accounts (ISA) with a third party, when it should have issued two drafts for £20,000 each. What happe... (3 pages)View decision -
Decision Reference DRN-5838503
24 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5838503 The complaint Miss M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss M applied for an Aqua credit card in May 2021. In the application, Miss M said she was ear... (4 pages)View decision -
Decision Reference DRN-5780478
24 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5780478 The complaint Mr K complains that American Express Services Europe Limited (‘Amex’) aren’t recording his credit card payments in their app and won’t provide evidence he hasn’t overpaid. Mr K wants Amex to undertake an audit and pay him £100 for the hassle he’s been caused. ... (2 pages)View decision -
Decision Reference DRN-5651676
24 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5651676 The complaint Ms H has complained about the price her let property insurer AXA Insurance UK Plc charged her at renewal. She is also unhappy about it recording a claim against her, which she thinks influenced the high renewal premium. What happened Ms H held insurance with A... (2 pages)View decision -
Decision Reference DRN-5424264
24 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5424264 The complaint Mr P complains that Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) failed to undertake a reasonable assessment of his creditworthiness, prior to lending to him. Mr P is represented in this complaint by a claims management company but, for ease, I’ll r... (5 pages)View decision -
Decision Reference DRN-5414720
24 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5414720 The complaint Mr P complains that Lloyds Bank PLC (“Lloyds”), have failed to refund money that he lost as part of an investment scam. What happened Mr P came across a company that purported to be an investment firm but was actually a scammer that I will call C. Mr P was pers... (2 pages)View decision -
Decision Reference DRN-5353014
24 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5353014 The complaint Ms B complains that PayPal UK Ltd (“PayPal”) won’t refund the money she believes she lost to a scam. What happened Ms B has said she’s lost $5,600 to an online scam. Ms B made two sperate payments of $2,800, a month apart, to pay for a web design and marketing ... (3 pages)View decision -
Decision Reference DRN-5838033
24 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5838033 The complaint Mr C is unhappy with the decision made Admiral Insurance (Gibraltar) Limited following a claim made under his car insurance policy. What happened Mr C made a claim under his car insurance policy following an incident involving his car. The facts of Mr C’s claim ar... (3 pages)View decision
