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 366350 results
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Decision Reference DRN-5237162
27 Jan 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5237162 The complaint Mr R complains Aviva Insurance Limited (Aviva) unfairly increased his home insurance policy premiums. What happened Mr R received his home insurance policy renewal quotation in June 2024 and saw there had been an increase in the cost of his premiums. He said h... (2 pages)View decision -
Decision Reference DRN-5070353
27 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5070353 The complaint Mr H complains that the car he acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In September 2023 Mr H acquired a used car financed by a conditional sale agreement with Santand... (4 pages)View decision -
Decision Reference DRN-5074679
27 Jan 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5074679 The complaint Mr M complains about the way BUPA Insurance Limited (‘Bupa’) handled his private medical insurance claim, and its application of special conditions to his cover. What happened In January 2023, Mr M joined his employer’s group private medical insurance policy w... (3 pages)View decision -
Decision Reference DRN-5272477
27 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5272477 The complaint Mr M complains about the service he received from Barclays Bank UK PLC (“Barclays”) when cancelling a direct debit with his local Council. In particular, he is unhappy with Barclays messages as he believes they imply when cancelling a direct debit with it he al... (3 pages)View decision -
Decision Reference DRN-5287420
27 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5287420 The complaint Mr B complains that Revolut Ltd hasn’t protected him from losing money to an investment 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 B has explained that in February... (9 pages)View decision -
Decision Reference DRN-5160368
27 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5160368 The complaint Mr P complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R” from around 2018 onwards, Mr P made further investm... (7 pages)View decision -
Decision Reference DRN-5195458
27 Jan 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5195458 The complaint Mr E has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In October 2023 Mr E opened an account with Kroo. In February 2024 he was told by Kroo that they had restricted his use of the acco... (3 pages)View decision -
Decision Reference DRN-5287692
27 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287692 The complaint Mrs M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Mrs M says: Mrs M saw an advert on Instagram for someone selling an online business course. She signed up to it, and at first it covered learning a... (5 pages)View decision -
Decision Reference DRN-5169861
27 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5169861 The complaint Mr F complains that National Westminster Bank Plc failed to identify that he had a problem with gambling and that it failed to offer him adequate support. What happened Mr F advises that he suffers with mental health problems which have over the years caused hi... (4 pages)View decision -
Decision Reference DRN-5243343
27 Jan 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5243343 The complaint Miss H complains about the service she received when purchasing a prepaid cash card from Prepay Technologies Ltd (“Prepay”). In particular, she is unhappy that the card she purchased wouldn’t work leaving her without access to any money whilst she was abroad. W... (4 pages)View decision
