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 381194 results
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Decision Reference DRN-5864165
3 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5864165 The complaint Mr L has complained that Great Lakes Insurance UK Limited has withheld paying out on a claim he made on a travel insurance policy, contrary to the policy terms and wider regulation. What happened Mr L was abroad in November 2024 when he became unwell. He under... (3 pages)View decision -
Decision Reference DRN-5731188
3 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5731188 The complaint Mr F and Miss U complain that Bank of Scotland plc trading as Halifax has treated them unfairly by not offering them the most competitive interest rates available to them on their mortgage. What happened Mr F and Miss U have a mortgage with Halifax. Their mortg... (3 pages)View decision -
Decision Reference DRN-5911382
3 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5911382 The complaint Mr V is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. Mr V has been represented during the claim and complaint process by Miss V. For ... (4 pages)View decision -
Decision Reference DRN-5921781
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5921781 The complaint A company which I’ll call ‘G’ complains that Monzo Bank Ltd won’t refund the money it lost when it was the victim of what it believes was a scam. The complaint is brought on G’s behalf by its director, Mr O. What happened Mr O told us: • In May 2022, he met ... (3 pages)View decision -
Decision Reference DRN-5921775
3 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5921775 The complaint Mr S is unhappy that Barclays Bank UK Plc won’t refund payments he made because of what he has said was an investment scam. What happened In summary, Mr S made 12 payments between July and September 2020 totalling around £29,059 to various investment trading p... (7 pages)View decision -
Decision Reference DRN-5894500
3 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5894500 The complaint Mrs L complains about inconsistent information Aviva Life & Pensions UK Limited (‘Aviva’) sent. She says this caused confusion leading her to receive a lower claim value under her critical illness policy. Mrs L is being represented by her husband, but for ... (3 pages)View decision -
Decision Reference DRN-5423051
3 Nov 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5423051 The complaint Mr and Mrs H complain AA Underwriting Insurance Company Limited unfairly declined their home insurance claim. What happened In Autumn 2023 Mr and Mrs H noticed the septic tank for their home wasn’t functioning effectively. It was overflowing. In October 2023 a... (5 pages)View decision -
Decision Reference DRN-5645602
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldInvestmentsDRN-5645602 The complaint Mr D complains about the service provided by National Westminster Bank Public Limited Company (‘NatWest’) in relation to his MyRewards account and stocks and shares ISA. What happened The history to this complaint is well known to the parties, so I won’t repea... (3 pages)View decision -
Decision Reference DRN-5649904
3 Nov 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5649904 The complaint Mr K and Mrs S’ complaint relates to a Help-to-Buy loan that was administered on behalf of the lender by Lenvi Servicing Limited. They’re unhappy as they feel they’ve been overcharged when redeeming their loan. What happened The Help-to-Buy (HTB) scheme was a g... (5 pages)View decision -
Decision Reference DRN-5882717
3 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5882717 Complaint Mr L has complained about the overdraft charges National Westminster Bank Public Limited Company (trading as “Ulster Bank”) applied to his account. Mr L is being represented, by the (“representative”), in his complaint. The representative has said the charges app... (6 pages)View decision
