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-5610223
11 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5610223 The complaint Mr A complains that AWP P&C S.A declined a claim on his motor warranty. What happened Mr A took out a motor warranty with AWP in March 2024. I was sorry to hear the coolant pipe needed repairing. Mr A raised a claim with AWP but it was declined as the part ... (2 pages)View decision -
Decision Reference DRN-5634461
11 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5634461 The complaint Miss G complains that Admiral Insurance (Gibraltar) Limited’s settlement offer for a claim on her motor insurance was unfair. Miss G is represented in this matter by her husband but, for simplicity, I’ll just refer to Miss G in my decision. What happened Miss G... (3 pages)View decision -
Decision Reference DRN-5512589
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5512589 The complaint Mrs G and Mr H complain that Barclays Bank UK PLC did not reimburse the funds they lost to a scam. What happened Mrs G and Mr H say they were introduced to a new cryptocurrency coin which their friend had invested in previously. They looked at the related websi... (2 pages)View decision -
Decision Reference DRN-5811793
11 Sep 2025 Interactive Investor Services Limited Not upheldInvestmentsDRN-5811793 The complaint The estate of the late Mr M complains that Interactive Investor Services Limited (“Interactive”) has lost shares belonging to the estate. The complaint is brought on the estate’s behalf by the executor who is also the late Mr M’s wife. I will refer to her as “... (3 pages)View decision -
Decision Reference DRN-5746696
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5746696 The complaint Ms K complains Monzo Bank Ltd (Monzo) unfairly closed her account and loaded a Cifas marker on the National Fraud Database. She wants the marker removed. What happened Ms K opened an account with Monzo in September 2024. In March 2025 Monzo reviewed her account... (2 pages)View decision -
Decision Reference DRN-5574737
11 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5574737 The complaint Mr T complains about the quality of a vehicle he acquired through a hire purchase agreement financed by Zopa Bank Limited (Zopa). What happened In April 2024 Mr T acquired a used car through a hire purchase agreement. The car was around seven years old, and it... (4 pages)View decision -
Decision Reference DRN-5566306
11 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5566306 The complaint Mr D complains that Barclays Bank UK PLC did not reimburse the funds he says he lost to a scam. What happened Mr D entered into a drop shipping agreement with a company I’ll refer to as ‘X’ for the purposes of this decision. He agreed to pay X £13,000 as an inv... (3 pages)View decision -
Decision Reference DRN-5807829
11 Sep 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5807829 The complaint A company, which I’ll call “C”, complains that ClearBank Limited won’t refund payments made as part of a scam. Miss J is the director of C, and complains on C’s behalf. C holds a business bank account with Tide, and Tide’s bank accounts are provided by ClearBan... (4 pages)View decision -
Decision Reference DRN-5711546
11 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5711546 The complaint Mr L has complained that Intact Insurance UK Limited trading as More Th>n (Intact) unfairly declined a claim under his home Contents policy. What happened Mr L made a claim when he spilled oil on a carpet in a property he rented. Intact declined the claim b... (3 pages)View decision -
Decision Reference DRN-5757533
11 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5757533 The complaint Mr and Mrs S complain about how Admiral Insurance (Gibraltar) Limited handled a claim under their travel insurance policy. What happened Mr and Mrs S had an annual multi-trip travel insurance policy which covered them between 29 September 2023 and 28 September... (3 pages)View decision
