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 375868 results
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Decision Reference DRN-5705208
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5705208 The complaint Mrs B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to protect her as a vulnerable customer, allowing her to spend substantial sums on gambling. What happened Mrs B has told us, and her bank statements confirm, that she spent considerab... (3 pages)View decision -
Decision Reference DRN-5463491
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5463491 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) have failed to refund around £9,000 she says she lost to a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the ... (2 pages)View decision -
Decision Reference DRN-5796164
5 Sep 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5796164 The complaint Mr M complains that HSL have unfairly refused to cancel his student loans despite him having met the threshold for them to do so. What happened II set out the background to this complaint and my initial findings in my provisional decision dated 1 August 2025 (b... (4 pages)View decision -
Decision Reference DRN-5591206
5 Sep 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5591206 The complaint Mr I complains about the service provided in relation to a roadside assistance policy underwritten by Fortegra Europe Insurance Company Ltd. What happened The following is intended only as a summary of the events. Additionally, for the sake of simplicity, I hav... (3 pages)View decision -
Decision Reference DRN-5704182
5 Sep 2025 U K Insurance Limited UpheldInsuranceDRN-5704182 The complaint Mr G complains that U K Insurance Limited trading as Privilege has declined a claim for storm damage to his home. What happened This dispute is well known to the parties, so I won’t comment in detail here. But for brief context in keeping with the informal nat... (3 pages)View decision -
Decision Reference DRN-5506658
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5506658 Complaint Mr K is unhappy that Santander UK Plc didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2018, Mr K became aware of an investment opportunity involving a property development company that I’ll refer to as Company A. In August of that ... (2 pages)View decision -
Decision Reference DRN-5281634
5 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5281634 The complaint Mr A complains that Starling Bank Limited won’t refund money he lost when he was a victim of a scam. Mr A is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some ... (4 pages)View decision -
Decision Reference DRN-5796729
5 Sep 2025 Covea Insurance plc Not upheldInsuranceDRN-5796729 The complaint A limited company, which I will refer to as D, complains about the settlement of its business interruption insurance claim, made as a result of the COVID-19 pandemic, by Covea Insurance plc. What happened The following is only intended as a brief summary of the... (3 pages)View decision -
Decision Reference DRN-5531596
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5531596 The complaint Mr A complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a scam. Mr A is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key eve... (5 pages)View decision -
Decision Reference DRN-5748584
5 Sep 2025 Brightside Insurance Services Limited Not upheldInsuranceDRN-5748584 The complaint A limited company, which I will refer to as P, complains about the renewal of its commercial insurance policy, which was arranged by Brightside Insurance Services Limited trading as Brightside. What happened The circumstances of this complaint are known to both... (3 pages)View decision
