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 384131 results
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Decision Reference DRN-5786174
24 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5786174 The complaint Miss W complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund payment she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summar... (4 pages)View decision -
Decision Reference DRN-5821085
24 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5821085 The complaint Mr B complains about how Liverpool Victoria Insurance Company Limited (LV) handled a claim made on his motor insurance policy. He wants an increase in compensation for the trouble and upset caused and an increase in the valuation of his car. What happened Mr B... (3 pages)View decision -
Decision Reference DRN-5838781
24 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5838781 The complaint Mr H complains that Lloyds Bank Plc won’t refund him the money he lost in an investment scam. Mr H is being represented by a professional representative but for ease of reading I’ll just refer to Mr H. What happened The circumstances surrounding this complaint ... (4 pages)View decision -
Decision Reference DRN-5807629
24 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5807629 The complaint Ms M complains Starling Bank Limited hasn’t resolved the problems she’s having with her banking App or apologised and compensated her. What happened A summary of what happened is below. Ms M holds an account with Starling. In March 2025, she complained that her... (2 pages)View decision -
Decision Reference DRN-5842790
24 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5842790 The complaint Mr K complains PayPal UK Ltd provided poor service when he tried to claim for a returned item. What happened On 15 February 2025 Mr K bought some products from a retailer, using PayPal, totalling £80.80. One of the items wasn’t the one he wanted to purchase; he... (3 pages)View decision -
Decision Reference DRN-5967976
24 Nov 2025 Topaz Finance Limited UpheldMortgagesDRN-5967976 The complaint Mr and Mrs B complain that Topaz Finance Limited trading as Heliodor Mortgages (“Topaz”) has been frustrating their efforts to repay their overdue interest-only mortgage. They say this mortgage could have been cleared by now, if Topaz had provided the required ... (7 pages)View decision -
Decision Reference DRN-5930841
24 Nov 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5930841 The complaint Mr N complains about the advice he was given to take out a whole of life policy in 1992 by Phoenix Life CA Limited trading as Sun Life Financial of Canada (“Sun Life”), including that there were additional benefits added, which have ended sooner than he expecte... (4 pages)View decision -
Decision Reference DRN-5816882
24 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5816882 The complaint Mr R complains that Ageas Insurance Limited declined his claim on his motor insurance policy following the theft of his car. What happened Mr R’s car was stolen from outside his home and later located by the police. He made a claim for repairs because the key ... (2 pages)View decision -
Decision Reference DRN-5957032
24 Nov 2025 BISL Limited UpheldInsuranceDRN-5957032 The complaint Mr H complains about the actions of BISL Limited (‘BISL’) when renewing his motor insurance policy and the service provided overall. BISL sold and administered this policy on behalf of the policy insurer. This decision will only consider the actions of BISL. Wh... (3 pages)View decision -
Decision Reference DRN-5713458
24 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5713458 The complaint Mr F complains that Capital One (Europe) plc recorded a Cifas marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In March 2024 Capita... (2 pages)View decision
