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-5697624
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697624 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t supported him, even though he made them aware of a gambling problem in 2023. He’d like a refund of gambling transactions he made in January 2025 and compensation for the distress caused. What happened Mr Y told... (3 pages)View decision -
Decision Reference DRN-5756004
29 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5756004 The complaint Mr and Mrs B complain that AXA Insurance UK Plc (‘AXA’) declined a claim for storm damage made on their home insurance policy. What happened Mr and Mrs B returned to their home in September 2024 following a holiday to find it had suffered water damage includin... (5 pages)View decision -
Decision Reference DRN-5783198
29 Aug 2025 Vitality Health Limited Not upheldInsuranceDRN-5783198 The complaint Mrs D complains about Vitality Health Limited’s decision to turn down her private medical insurance claim. What happened On 1 April 2024, Mrs D joined her employer’s private medical insurance policy with Vitality. This was on a moratorium basis, which meant th... (3 pages)View decision -
Decision Reference DRN-5589901
29 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5589901 The complaint Mr P complained because Starling Bank Ltd refused to refund him for transactions he said he hadn’t authorised. What happened In March 2025, Mr P was abroad with friends. In the early hours of 9 March, there were six transactions, all to the same business. The... (5 pages)View decision -
Decision Reference DRN-5716945
29 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5716945 The complaint Mr S has complained that Advantage Insurance Company Limited unfairly cancelled his telematics motor policy. What happened Mr S had recently passed his driving test and so took out this policy with Advantage on 12 July 2024. I understand he paid the premium of... (4 pages)View decision -
Decision Reference DRN-5776840
29 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5776840 The complaint Miss H has complained about Royal & Sun Alliance Insurance Limited. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy and the poor service she received. What happened Miss H ma... (3 pages)View decision -
Decision Reference DRN-4946345
29 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4946345 The complaint and background Mr M complains Wise Payments Limited (‘Wise’) won’t reimburse over £16,000 that he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. He didn’t think Mr M’s account activity ought to have ... (2 pages)View decision -
Decision Reference DRN-5654383
29 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5654383 The complaint Mr G is unhappy with what Aviva Insurance Limited did after he sought assistance from his legal expenses insurance policy. What happened Mr G made a claim on his policy following a data breach. Aviva said that was caught by a policy exclusion. Subsequently Mr G... (2 pages)View decision -
Decision Reference DRN-5434252
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5434252 The complaint Ms M complains that Barclays Bank UK PLC trading as Barclaycard (Barclays) didn’t agree to refund her after she made a claim for incomplete renovation works. What happened On 13 April 2023 Ms M and her partner accepted a quote from a company I’ll call K for re... (3 pages)View decision -
Decision Reference DRN-5173418
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5173418 The complaint Mr S complains that HSBC UK Bank Plc won’t refund him the money he lost after he fell victim to an investment 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 underst... (4 pages)View decision
