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 370904 results
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Decision Reference DRN-5105366
20 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5105366 The complaint Mr M has complained that National Westminster Bank Public Limited Company (NatWest) won’t refund the money he lost after falling victim to a scam. What happened In mid-2024, Mr M fell victim to a rental scam. A scammer posed as a landlord, saying they were base... (2 pages)View decision -
Decision Reference DRN-5118776
20 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5118776 The complaint Ms H complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (7 pages)View decision -
Decision Reference DRN-5069754
20 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5069754 The complaint Mr A complains that Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr A came across a celebrity endorsed cryptocurrency investment online. He completed a contact form and the scam firm responde... (2 pages)View decision -
Decision Reference DRN-5572270
20 May 2025 British Gas Services Limited UpheldInsuranceDRN-5572270 The complaint Mr T complains that British Gas Services Limited gave him incorrect information about his entitlement to an annual service under his home emergency policy. He’s also unhappy about the customer service he received from British Gas. What happened In July 2023, Mr... (4 pages)View decision -
Decision Reference DRN-5545420
20 May 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5545420 The complaint Miss A complains that Capital One (Europe) plc (Capital One) irresponsibly lent to her when they agreed to two credit cards accounts and a subsequent credit limit increase What happened In May 2021 Miss A applied for a credit card account with Capital One. Her ... (4 pages)View decision -
Decision Reference DRN-5571968
20 May 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5571968 The complaint Two charities, which I will collectively refer to as C, complain about the sale of its commercial insurance policy by Arthur J. Gallagher Insurance Brokers Limited (AJG). C has experienced an event that is not covered by the policy it was sold, and considers AJ... (6 pages)View decision -
Decision Reference DRN-5512080
20 May 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5512080 The complaint Mr S complains about Inter Partner Assistance SA’s (IPA’s) decision in relation to his claim against a travel insurance policy. Reference to IPA includes its agents. What happened Mr S has travel insurance as a benefit of his credit card account. His suitcase ... (3 pages)View decision -
Decision Reference DRN-5402116
20 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5402116 The complaint Mr H is unhappy with National Westminster Bank Plc. Mr H was trying to arrange an international transfer to reach his sister abroad. He said he encountered unjustified restrictions, poor service, lengthy delays, and inadequate explanations. What happened Mr H ... (3 pages)View decision -
Decision Reference DRN-5332940
20 May 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5332940 The complaint Mr O complains that Watford Insurance Company Europe Limited (Watford) unfairly cancelled two motor insurance policy he took out with it. Reference to Watford includes its agents. What happened Mr O took out a policy with Watford via a broker I’ll call B. Short... (3 pages)View decision -
Decision Reference DRN-5524619
20 May 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5524619 The complaint Mr C has complained that his car insurance premium increased after AA Underwriting Insurance Company Limited (AAUICL) added a non-fault claim to his policy. What happened Mr C’s car was damaged by a fallen tree in April 2024. AAUICL has recorded the incident as... (2 pages)View decision
