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
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Decision Reference DRN-5805836
9 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5805836 The complaint Mr M is unhappy that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understand... (6 pages)View decision -
Decision Reference DRN-5754786
9 Sep 2025 AWP P&C S.A. UpheldInsuranceDRN-5754786 The complaint Mrs P complains AWP P&C S.A. unfairly declined a claim she made under her extended warranty for damage to the turbo. Mrs P has been represented in bringing this complaint, but for ease I’ve referred to all comments, including those of her representative, as... (3 pages)View decision -
Decision Reference DRN-5793596
9 Sep 2025 Safe World Insurance Group (UK) Ltd Not upheldInsuranceDRN-5793596 The complaint Mr F complains about Safe World Insurance Group (UK) Ltd (“SWI”) and their refusal to approve and proceed with substructure repairs he feels are required to stabilise the conservatory at his home. What happened The claim and complaint circumstances are well kno... (6 pages)View decision -
Decision Reference DRN-5790157
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5790157 The complaint Mrs M complains that Revolut Ltd won’t refund money she lost as a result of a scam. What happened In summary, Mrs M was the victim of an impersonation scam where a fraudster duped her into approving a card payment for €1,082.34. Further activity was also attemp... (3 pages)View decision -
Decision Reference DRN-5750237
9 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5750237 The complaint Mr and Mrs S complain that Inter Partner Assistance SA (“IPA”) hasn’t paid a claim in full under a travel insurance policy. What happened Mr and Mrs S bought a single trip travel insurance policy on 24 June 2024 to cover their family for a trip between 30 July... (4 pages)View decision -
Decision Reference DRN-5792776
9 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5792776 The complaint Mrs G is unhappy that Capital One (Europe) Plc defaulted an account she had with them. What happened Mrs G had a credit card account with Capital One which she opened in 2001. In 2024 she was suffering financial difficulties, and Capital One granted her 30-day... (3 pages)View decision -
Decision Reference DRN-5798526
9 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5798526 The complaint Ms B and Mr W have complained that Inter Partner Assistance SA (IPA) declined a claim they made on an annual travel insurance policy. As it is Mr W leading on the complaint, for ease, I will mostly just be referring to him in this decision. What happened The ... (3 pages)View decision -
Decision Reference DRN-5167784
9 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5167784 The complaint Mr P complaints that Revolut Ltd won’t refund payments he made as a result of a scam. What happened Mr P was the victim of an investment scam involving the following transactions with his newly opened Revolut account: Ref. Date Description Amount - 23 Februar... (6 pages)View decision -
Decision Reference DRN-5663057
9 Sep 2025 Hiscox Insurance Company Limited Not upheldInsuranceDRN-5663057 The complaint Mr D complains that Hiscox Insurance Company Limited unfairly declined his claim for a stolen bicycle on his bicycle insurance policy. Reference to Hiscox includes its agents. What happened Mr D held a bicycle insurance policy with Hiscox. When his bicycle was ... (3 pages)View decision -
Decision Reference DRN-5703708
9 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5703708 The complaint Mr H complains Admiral Insurance (Gibraltar) Limited (Admiral) caused unnecessary delays to his claim on his motor insurance policy and unfairly settled his claim after his car was classed as a total loss. What happened In September 2024 Mr H made a claim on h... (3 pages)View decision
