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-5799890
20 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5799890 The complaint Mrs C complains Barclays Bank UK PLC incorrectly blocked her card whilst she was abroad and didn’t offer her appropriate support. She complains that this caused her trauma and frustration for which she should be paid £1,000 in compensation. What happened Mrs C ... (2 pages)View decision -
Decision Reference DRN-5811431
20 Nov 2025 Skrill Limited UpheldBanking and PaymentsDRN-5811431 The complaint Miss O complains that Skrill Limited didn’t treat her fairly after she used its account to make payments connected to a scam. What happened In summary, Miss O was the victim of a scam where she paid for items she didn’t receive. To make these payments, Miss O d... (3 pages)View decision -
Decision Reference DRN-5745427
20 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5745427 The complaint Miss O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund all the payments she made as a result of a scam. What happened In summary, Miss O was the victim of a scam, where she made several payments on her debit and credit car... (3 pages)View decision -
Decision Reference DRN-5960803
20 Nov 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5960803 The complaint Mrs H complains with the amount Highway Insurance Company Limited (Highway) has paid to settle the claim she made under her home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events... (7 pages)View decision -
Decision Reference DRN-5952711
20 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5952711 The complaint H complain Wise Payments Limited (“Wise”) closed their account and failed to reasonably consider H’s explanation. H also complain they weren’t given fair opportunity to provide the information Wise requested. What happened The details of this complaint are well... (2 pages)View decision -
Decision Reference DRN-5963769
20 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5963769 The complaint Mr J complains about how Admiral Insurance (Gibraltar) Limited (Admiral) handled a claim under his motor insurance policy for the theft of his vehicle, and then declining the claim. Any reference to Admiral in this decision includes their agents. This decisio... (7 pages)View decision -
Decision Reference DRN-5962140
20 Nov 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5962140 The complaint Miss D complains about a windscreen replacement under her motor insurance policy with West Bay Insurance Plc (West Bay). She says the reversing camera on her vehicle didn’t work following the replacement, when it had been working before the replacement. West Ba... (5 pages)View decision -
Decision Reference DRN-5853142
20 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5853142 The complaint Ms T complains that Admiral Insurance (Gibraltar) Limited didn’t replace her car following a claim made on her motor insurance policy. She wants it to provide a like for like replacement. Ms T is represented in this matter by Mr V, a named driver on her policy.... (3 pages)View decision -
Decision Reference DRN-5957290
20 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5957290 The complaint Mr T complains American Express Services Europe Limited terminated his credit card agreement and unfairly recorded a default on his credit file. What happened Mr T held a credit card with American Express. In August and September 2023, American Express reviewe... (4 pages)View decision -
Decision Reference DRN-5510274
20 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5510274 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he says he lost to a scam. What happened Mr H was looking to hire a hall for an event due to take place on 31 December 2024. He found a venue that appeared to... (3 pages)View decision
