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 366874 results
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Decision Reference DRN-5361620
23 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5361620 The complaint Mrs M complains Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties,... (3 pages)View decision -
Decision Reference DRN-5494745
23 May 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5494745 The complaint Miss R has complained that Madison CF UK Limited trading as 118 118 Money, acted irresponsibly when it provided her with a £2,000 personal loan in September 2024. Background Miss R applied for a £2,000 personal loan from 118 118 Money in September 2024. The loa... (3 pages)View decision -
Decision Reference DRN-5581477
23 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5581477 The complaint Miss J complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved a credit card application she made. What happened Miss J applied for a Fluid credit card in January 2019. In her application, Miss J said she had an annual income of £30,636 ... (3 pages)View decision -
Decision Reference DRN-4928780
23 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4928780 The complaint Mr L complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of a scam. Mr L is being represented by a third party. To keep things simple, I will refer to Mr L throughout my decision. What happened The background o... (3 pages)View decision -
Decision Reference DRN-5393515
23 May 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5393515 The complaint Mr D complains that Red Sands Insurance Company (Europe) Limited declined his cycling insurance policy claim. My references to Red Sands include its agents. What happened In September 2023 Mr D bought cycling insurance to cover two bikes, the insurer was Red S... (5 pages)View decision -
Decision Reference DRN-5581496
23 May 2025 Vitality Health Limited Not upheldInsuranceDRN-5581496 The complaint Mr D complains that Vitality Health Limited delayed cancelling his private health insurance policy, and how it handled a claim for mental health under the policy. What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-5495257
23 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5495257 The complaint Miss T complains that Barclays Bank UK PLC trading as Tesco Bank hasn’t refunded a payment she made using her credit card. What happened In August 2024, Miss T paid for some glazing for her home using her Tesco credit card. She paid £3,600 to a company I’ll ref... (3 pages)View decision -
Decision Reference DRN-5263712
23 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5263712 The complaint Dr P complains that Phoenix Life Limited trading as Standard Life (“Standard Life”) made a number of errors when paying out the proceeds of his pension, meaning that the wrong amount was reported to HMRC affecting his tax position and causing him additional wor... (3 pages)View decision -
Decision Reference DRN-5457408
23 May 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5457408 The complaint Mrs B and Mr I complain about an additional premium charged by Admiral Insurance (Gibraltar) Limited (“Admiral”) for their multicar motor insurance policy. Mr I has acted as the main representative during the complaint process. So, for ease of reference, I wil... (3 pages)View decision -
Decision Reference DRN-5503918
23 May 2025 HDI Global Specialty SE UpheldInsuranceDRN-5503918 The complaint Mr and Mrs B have complained about the way HDI Global Speciality SE handled a claim they made on their buildings insurance policy. Reference to HDI includes its agents and representatives. As Mr B has primarily dealt with things, I’ll refer to him only for eas... (2 pages)View decision
