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 370904 results
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Decision Reference DRN-5637788
10 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5637788 The complaint B complains Santander UK Plc won’t reimburse money it says it lost to an investment scam. What happened In January 2021, B invested £28,000 in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. R positioned this opportunity so that investors u... (6 pages)View decision -
Decision Reference DRN-5678363
10 Jul 2025 One Call Insurance Services Limited Not upheldInsuranceDRN-5678363 The complaint Mr W complains One Call Insurance Services Limited (One Call) did not provide the motor insurance cover that was bought. What happened Mr W’s daughter obtained a quote via an online price comparison website for motor insurance cover for a car of which she was t... (2 pages)View decision -
Decision Reference DRN-5155831
10 Jul 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5155831 The complaint Mr B has complained that his bank Metro Bank PLC (‘Metro’) refused to refund the money he lost when he fell victim to a scam. What happened Mr B decided to book a holiday he found online through what he believed at the time was a legitimate travel company. He ... (4 pages)View decision -
Decision Reference DRN-5682054
10 Jul 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5682054 The complaint Mr C and Mr G complained about the service they received from Travelers Insurance Company Limited (TICL) during a claim on their marine insurance policy. Throughout the claim process, TICL have hired third parties to deal with the claim on their behalf. In this... (6 pages)View decision -
Decision Reference DRN-5290713
10 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5290713 The complaint Mr H is unhappy with the valuation which Admiral Insurance (Gibraltar) Limited has offered for his car, after it assessed the vehicle as being not economic to repair after he made a claim on his motor insurance policy. What happened Mr H notified Admiral that h... (3 pages)View decision -
Decision Reference DRN-5651050
10 Jul 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5651050 The complaint Mr R has complained that ReAssure Limited made payments to him under his flexi access drawdown policy that he did not request, causing him distress and leading him to transfer his benefits. What happened I have previously issued a provisional decision regardin... (7 pages)View decision -
Decision Reference DRN-5002218
10 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5002218 The complaint Mrs D complains that Wise Payments Limited (Wise) didn’t do enough to protect her from the financial harm caused by an investment scam. Mrs D has been represented by a claims management company throughout her complaint. I have referred to them as Mrs D’s repre... (5 pages)View decision -
Decision Reference DRN-5684809
10 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5684809 The complaint Mr W is acting on behalf of his business (T). So, I will refer to Mr W throughout rather than T. Mr W is unhappy with TSB Bank plc. He opened business accounts with it in January 2023 and everything ran normally until he needed to travel abroad. When he return... (3 pages)View decision -
Decision Reference DRN-5590531
10 Jul 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5590531 The complaint Ms M has complained that Advantage Insurance Company Limited declined a claim she made on her home insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the background: Ms M got in touch with Advantage to make a claim after ... (3 pages)View decision -
Decision Reference DRN-5442579
10 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5442579 The complaint Mr T complains that Nationwide Building Society wont refund all of the money he lost when he was the victim of a scam. He wants a full refund and compensation for the distress and inconvenience he has been caused. What happened Mr T made several payments from h... (4 pages)View decision
