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 383377 results
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Decision Reference DRN-5782453
18 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5782453 The complaint Mr O complains that his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), increased his insurance premium after he was involved in a non-fault accident despite saying it wouldn’t. What happened In July 2024 Mr O was involved in a non-fault acci... (3 pages)View decision -
Decision Reference DRN-5696044
18 Nov 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5696044 The complaint Mr and Mrs H complain about how Great Lakes Insurance UK Limited settled a claim under their travel insurance policy. What happened Mr and Mrs H had an annual multi-trip travel insurance policy which covered them between 1 July 2024 and 30 June 2025. Their pol... (3 pages)View decision -
Decision Reference DRN-5907808
18 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5907808 The complaint Mr K complains that National Westminster Bank Public Limited Company (NatWest) closed his accounts without providing a proper explanation. He says this caused him unnecessary stress and worry. What happened Mr K had accounts with NatWest. In June 2025, NatWes... (3 pages)View decision -
Decision Reference DRN-5601562
18 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5601562 The complaint Mrs K is unhappy Lloyds Bank Plc (“Lloyds”) won’t refund her a number of payments she made as the result of a romance scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail again here. H... (3 pages)View decision -
Decision Reference DRN-5853862
18 Nov 2025 Wakam Not upheldInsuranceDRN-5853862 The complaint Mr W is complaining Wakam declined a claim he made on his buildings insurance policy. Wakam has used a loss adjuster to handle the claim on its behalf. But, for ease of reference, I shall refer to any of the loss adjuster’s actions as been carried out by Wakam.... (2 pages)View decision -
Decision Reference DRN-5717173
18 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5717173 The complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (trading as Hitachi Personal Finance) (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (14 pages)View decision -
Decision Reference DRN-5892794
18 Nov 2025 Home Credit Limited UpheldConsumer CreditDRN-5892794 The complaint Mr I complains that Home Credit Limited (“HCL”) lent to him irresponsibly in that it failed to carry out the right checks before lending and if it had, it would have recognised he could not afford the loans. What happened Here is a brief table of the lending Mr... (3 pages)View decision -
Decision Reference DRN-5917141
18 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5917141 The complaint Mr A complains that Santander UK Plc hasn’t reimbursed money he lost to a scam. What happened The background to this complaint is well-known to all parties, and the facts about what happened aren’t in dispute. And so I’ll be brief in my description of events he... (4 pages)View decision -
Decision Reference DRN-5851899
18 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5851899 The complaint Mr B complains that Nationwide Building Society delayed sending him a replacement debit card after he cancelled his existing debit card. What happened On 5 March 2025, Nationwide identified that a potentially fraudulent transaction was made using Mr B’s debit c... (2 pages)View decision -
Decision Reference DRN-5817746
18 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5817746 The complaint Mr N complains that Barclays Bank UK PLC won’t refund him the money he lost in an investment scam. What happened The circumstances surrounding Mr N’s complaint are well-known to both parties, so I haven’t repeated them in detail here. Instead, I’ve set out what... (4 pages)View decision
