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-5762037
28 Aug 2025 esure Insurance Limited UpheldInsuranceDRN-5762037 The complaint Mr B complains about the settlement offer by esure Insurance Limited on his car insurance policy. What happened I’m sorry to hear that Mr B was involved in an accident in his car. He raised a claim with esure who accepted it. After validating the claim, esure s... (4 pages)View decision -
Decision Reference DRN-5665787
28 Aug 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5665787 The complaint Mr M has complained that Astrenska Insurance Limited (trading as Collinson Insurance) declined a claim he made on a travel insurance policy. What happened Mr M was on a trip abroad in June 2024 when he became unwell and received hospital treatment. Due to ongo... (3 pages)View decision -
Decision Reference DRN-5129389
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5129389 The complaint Mr L complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr L has explained that in February 2024 he mad... (2 pages)View decision -
Decision Reference DRN-5775585
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5775585 The complaint Mr F complains about the service he received from Clydesdale Bank Plc trading as Virgin Money, in connection with his credit card account. What happened Mr F holds a credit card account with Virgin. In late 2023, Mr F’s card expired, and Virgin Money wrote to ... (3 pages)View decision -
Decision Reference DRN-5400749
28 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5400749 Complaint Mr H and the estate of the late Mrs H complain that HSBC UK Bank Plc didn't pay a refund after it learned that Mrs R had fallen victim to a scam. Background The background to this complaint is familiar to both parties, so I will only provide a brief summary of... (3 pages)View decision -
Decision Reference DRN-5190387
28 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5190387 Complaint Mr M is unhappy that Santander UK Plc didn't reimburse him after he reported falling victim to a scam. Background Mr M wanted to support members of his family who were seeking to relocate to the UK on work visas. To assist them, he made payments to three diffe... (3 pages)View decision -
Decision Reference DRN-5288940
28 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5288940 The complaint Mr M is unhappy Wise Payments Limited won’t refund a payment he says he made as part of a scam. What happened Mr M says a friend he’d known for a long time, that lived abroad, said he had advanced cancer. To help facilitate what could be a final meet up, Mr M s... (3 pages)View decision -
Decision Reference DRN-5782564
28 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5782564 The complaint Mrs S complains about how Ageas Insurance Limited (‘Ageas) handled an escape of water claim she made under her home insurance policy. Mrs S has been represented throughout this claim and complaint, however, for ease of reading, I will refer to all actions take... (5 pages)View decision -
Decision Reference DRN-5288933
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5288933 The complaint Mr M is unhappy Monzo Bank Ltd won’t refund a payment he says he made as part of a scam. What happened On 14 September 2024 Mr M made an international payment for £602 using a money transfer service, I’ll call “W”, and funded the transaction using his Monzo acc... (3 pages)View decision -
Decision Reference DRN-5626170
28 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5626170 The complaint Mr C complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AESEL) closed his credit card account without notifying him. What happened On 24 October 2024, AESEL closed Mr C’s credit card account due to inactivity. It sent him notification of this in a statem... (3 pages)View decision
