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 373834 results
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Decision Reference DRN-5648003
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5648003 The complaint X complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) misled her about whether she would be able to obtain additional borrowing on her mortgage, and then refused her application. What happened X had a mortgage with NatWest. She planned to car... (8 pages)View decision -
Decision Reference DRN-5531359
26 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5531359 The complaint Mr and Mrs G are unhappy with the way Royal & Sun Alliance Insurance Limited (“RSA”) handled their home emergency claim and they’d like the cost of repair reimbursed. Mr and Mrs G had home insurance underwritten by RSA, which included home emergency cover. ... (3 pages)View decision -
Decision Reference DRN-5554044
26 Aug 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5554044 The complaint Mr N has complained that Legal and General Assurance Society Limited (L & G) did not make him aware that taking the benefits from his late father’s annuity as a lump sum would cause him to incur a tax charge from His Majesty’s Revenue and Customs (HMRC) Mr ... (4 pages)View decision -
Decision Reference DRN-5506748
26 Aug 2025 GROVE & DEAN LIMITED Not upheldInsuranceDRN-5506748 The complaint Mr P has complained that Grove & Dean Ltd (G&D) wrongly renewed his motor home insurance policy without his permission. When Mr P tried to cancel this some months later with G&D, Mr P said it unfairly applied a cancellation fee and asked Mr P to pay... (3 pages)View decision -
Decision Reference DRN-5404304
26 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5404304 The complaint Mrs D has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened Mrs D saw an advert on social media for an investment scheme. She enquired, was added to a group chat, and was offered very large... (3 pages)View decision -
Decision Reference DRN-5217390
26 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5217390 The complaint S complains that Barclays Bank UK PLC closed its business account in error and that the compensation it offered for that error is insufficient. What happened S is a partnership and family business. I’ll refer to the partners as Mr and Mrs P. S has banked with B... (2 pages)View decision -
Decision Reference DRN-5465335
26 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5465335 The complaint Mr Z complains that Starling Bank Limited unfairly closed his accounts. What happened In July last year, Starling wrote to Mr Z advising it had decided to close his accounts. Mr Z complained as he’s unhappy the bank decided to do so without an explanation. Mr Z... (2 pages)View decision -
Decision Reference DRN-5356728
26 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5356728 The complaint The partners in a partnership, which I’ll refer to as F, complain that Lloyds Bank PLC misled them about their personal liability for a bounce back loan (“BBL”). What happened The partners took out a £50,000 BBL in 2020. F was ultimately unable to recover from ... (2 pages)View decision -
Decision Reference DRN-5777461
26 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5777461 The complaint Mr and Mrs F complain about the way AXA Insurance UK Plc handled a claim they made on their home insurance policy. What happened The details of this claim are well known to both parties, so below is a summary of key events important to this complaint. Mr and Mrs F... (6 pages)View decision -
Decision Reference DRN-5553816
26 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5553816 The complaint Miss M complains that Lowell Portfolio I Ltd (Lowell) are pursuing her for a debt they haven’t proven is valid and owing. What happened Miss M’s complaint centres around a loan account in Miss M’s name that was taken with a bank – I’ll refer to as N. The loan a... (4 pages)View decision
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