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 386169 results
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Decision Reference DRN-5967348
26 Nov 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) Not upheldInsuranceDRN-5967348 The complaint Ms O complains EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) trading as The Insurance Emporium [“TIE”] has unfairly declined a claim she’s made on her pet insurance for treatment of her dog. What happened I issued a provisional decision on this complaint... (4 pages)View decision -
Decision Reference DRN-5912592
26 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5912592 The complaint F, a limited company, complains Santander UK Plc gave notice in July 2025 that it planned to migrate F’s account, which is free from fees, to an account which incurs a monthly fee in October 2025. F says this is unfair as, when it opened the account, it was pro... (4 pages)View decision -
Decision Reference DRN-5762329
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5762329 The complaint Ms R and Mr S complain that Barclays Bank UK PLC won’t refund the money they lost as the result of a scam. Ms R and Mr S have been represented in their complaint by a firm of professional representatives. What happened The payment was made from an account held ... (5 pages)View decision -
Decision Reference DRN-5886151
26 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5886151 The complaint Mr P is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) made an error when issuing his fraud refund. He wants compensation to recognise the impact this had on him. What happened In May 2025, Mr P raised a fraud claim with NatWest which... (2 pages)View decision -
Decision Reference DRN-5932395
26 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5932395 The complaint Mr C complains that Santander UK Plc won’t refund him the money he says he lost in an investment scam. Mr C is being represented by a professional representative, but for ease of reading I’ll just refer to Mr C. What happened The circumstances surrounding this ... (4 pages)View decision -
Decision Reference DRN-5780982
26 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5780982 The complaint Mr D has complained that Ageas Insurance Limited (Ageas) unfairly declined a claim under his home insurance policy. Mr D is represented for his complaint but, for ease, I will normally only refer to him. What happened Mr D contacted Ageas to make a claim for ... (3 pages)View decision -
Decision Reference DRN-5611924
26 Nov 2025 ICICI Bank UK Plc Not upheldBanking and PaymentsDRN-5611924 The complaint Mrs J complains that ICICI Bank UK Plc has declined to refund a transaction that was made from her account as a result of a scam. What happened On 18 April 2024, Mrs J received a text message that appeared to come from a delivery company asking her to pay a sma... (3 pages)View decision -
Decision Reference DRN-5967169
26 Nov 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5967169 The complaint Mr and Mrs L complain about delays and poor communication by ARAG Legal Expenses Insurance Company Limited in relation to a claim on their legal expenses insurance policy. Mr and Mrs L are joint policyholders but Mr L has dealt with the claim and the complaint,... (3 pages)View decision -
Decision Reference DRN-5861556
26 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5861556 The complaint Mrs J complains that NewDay Ltd trading as Pulse lent irresponsibly when it approved her credit card application and later increased the limit. What happened Mrs J applied for a Pulse credit card in November 2021. In her application, Mrs J said she was employe... (4 pages)View decision -
Decision Reference DRN-5948023
26 Nov 2025 FCE Bank Plc Not upheldBanking and PaymentsDRN-5948023 The complaint Ms C complains that FCE Bank Plc trading Ford Money (Ford Money) acted unfairly when it blocked her accounts and asked her to provide information. Ms C is also unhappy about how Ford Money communicated with her about the information it requested. What happened... (4 pages)View decision
