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 382298 results
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Decision Reference DRN-5864282
12 Nov 2025 Covea Insurance plc UpheldInsuranceDRN-5864282 The complaint Miss C and Mr F complain about Covea Insurance plc’s decision to cancel a car insurance policy in Miss C’s name. They also complain about the information Covea gave them after it cancelled the policy. What happened Miss C bought a car insurance policy through a... (4 pages)View decision -
Decision Reference DRN-5754968
12 Nov 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5754968 The complaint Mr K complains about the execution of a trade by Trading 212 UK Limited (Trading 212). The trade was a buy order, placed to open a Contract for Difference (CFD), and was executed at a much higher price than the price at which Mr K said he wanted to trade. Mr K ... (3 pages)View decision -
Decision Reference DRN-5943649
12 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5943649 The complaint Mr C complains Santander UK Plc’s app is misleading and he thought he was receiving interest on his account when he wasn’t. What happened Mr C holds two Santander 1|2|3 accounts and both were earning 2% interest on the balances. A direct debit on one of the a... (3 pages)View decision -
Decision Reference DRN-5843549
12 Nov 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5843549 The complaint Mr G is unhappy with the communication from Casualty & General Insurance Company (Europe) Ltd (CGI) about the renewal of his lifetime pet insurance policy, and the increase in the cost of this policy. What happened Mr G took out pet insurance with CGI in M... (3 pages)View decision -
Decision Reference DRN-5597595
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5597595 The complaint Mr O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) will not reimburse funds he said he lost to a scam. Mr O is represented by a firm, but for ease I have only referred to Mr O in this decision. What happened Mr O said a friend introd... (3 pages)View decision -
Decision Reference DRN-5728812
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5728812 The complaint Ms H, who is represented, complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse a loss she says she suffered from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below... (3 pages)View decision -
Decision Reference DRN-5797789
12 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5797789 The complaint Miss G complains Clydesdale Bank Plc trading as Virgin Money (“Clydesdale”) has treated her unfairly in relation to a claim she brought under Section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Miss G was in Jamaica in July 2021 when she says she ... (4 pages)View decision -
Decision Reference DRN-5738444
12 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5738444 The complaint Miss L and Mr S complain that AXA Insurance UK Plc (“AXA”) unfairly increased the premiums for their home insurance policy without providing a sufficient explanation. Mr S has acted as the main representative during the claim and complaint process. So, for eas... (3 pages)View decision -
Decision Reference DRN-5931671
12 Nov 2025 Vitality Life Limited UpheldInsuranceDRN-5931671 The complaint Mr C is unhappy that Vitality Life Limited (‘Vitality’) cancelled two personal protection policies (which included life cover and cover for serious illness) – ‘the policies’ - after inception. What happened The details of this complaint are well known to both ... (4 pages)View decision -
Decision Reference DRN-5572526
12 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5572526 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse funds he said he lost to a scam. Mr O is represented by a firm, for ease I have only referred to Mr O in this decision. What happened The details of this complaint are well known to both parties so I won’t rep... (2 pages)View decision
