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 366763 results
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Decision Reference DRN-5407964
2 Jun 2025 Qmetric Group Limited Not upheldInsuranceDRN-5407964 The complaint Mr P complains Qmetric Group Limited (Qmetric) wouldn’t agree to change the address insured under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr P held a home ins... (3 pages)View decision -
Decision Reference DRN-5591662
2 Jun 2025 Tandem Home Loans Ltd Not upheldMortgagesDRN-5591662 The complaint Mr and Mrs W complain that Tandem Home Loans Ltd (trading as Tandem) withdrew a binding mortgage offer unfairly and with no explanation. What happened Following advice from a third-party broker, Mr and Mrs W applied for a second charge secured loan from Tandem... (5 pages)View decision -
Decision Reference DRN-5560057
2 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5560057 The complaint Mrs A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In July 2024 Monzo received a fraud report from another bank about a payment made into Mrs A’s Monzo account. This payment was fo... (2 pages)View decision -
Decision Reference DRN-5423039
2 Jun 2025 The New India Assurance Company Limited UpheldInsuranceDRN-5423039 The complaint Mr R and Ms R complain about The New India Assurance Company Limited (“New India”)’s handling of their buildings insurance claim. Mr R and Ms R are represented by “B”. However, for ease I will refer to Mr R and Ms R below. All references to New India also inclu... (3 pages)View decision -
Decision Reference DRN-5587464
2 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5587464 The complaint Mr and Mrs B complain about how Inter Partner Assistance SA dealt with their claim against a travel insurance policy. Reference to IPA includes its agents. What happened Mr and Mrs B have travel insurance underwritten by IPA as a benefit of a credit card accou... (4 pages)View decision -
Decision Reference DRN-5045193
2 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5045193 The complaint Miss G complains Starling Bank Limited won’t refund transactions made from her account she says she didn’t make or authorise. What happened After returning from a holiday abroad, Miss G discovered two transactions that had debited her account on 29 May 2024 fo... (3 pages)View decision -
Decision Reference DRN-5596567
2 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5596567 The complaint Mrs E has complained about how Aviva Insurance Limited (Aviva) dealt with a claim under her mobile phone insurance. References to Aviva include companies acting on its behalf. What happened Mrs E contacted Aviva to make a claim for damage to her mobile phone.... (3 pages)View decision -
Decision Reference DRN-5441240
2 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5441240 The complaint Mrs H complains that Santander UK Plc (Santander) won’t refund transactions totalling £267.81 which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary Mrs H ... (3 pages)View decision -
Decision Reference DRN-5569143
2 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5569143 The complaint Mr R complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) didn’t apply a 0% promotional rate to his credit card account despite it being offered to him. What happened Mr R completed a balance transfer for around £2,500 on 21 January 2025. A day ... (2 pages)View decision -
Decision Reference DRN-5486427
2 Jun 2025 American Express Services Europe Limited Not upheldConsumer CreditThe complaint Mrs D has complained about how AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (‘Amex’) handled her correspondence regarding her account, and that her account was passed on to a debt collection agency. Mrs D has been represented in bringing her complaint.... (2 pages)View decision
