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 386796 results
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Decision Reference DRN-5910112
25 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5910112 The complaint Miss S complains that Nationwide Building Society didn’t pay her the incentive it advertised when she switched her current account. What happened Miss S opened a new current account with Nationwide using the current account switching service at the end of March... (2 pages)View decision -
Decision Reference DRN-5923418
25 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5923418 The complaint Mr R complains that American Express Services Europe Limited (AESEL) didn’t update his mobile number for the purpose of two step authentication when he updated his contact details. What happened On 21 November 2024 Mr R accessed the AESEL online portal and upda... (2 pages)View decision -
Decision Reference DRN-5873763
25 Nov 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5873763 The complaint Mr S complains that Northern Bank Limited trading as Danske Bank failed to apply a block to his current account which would have prevented certain gambling transactions. What happened Mr S has a current account with Danske Bank. On 27 November 2024, he called a... (2 pages)View decision -
Decision Reference DRN-5846112
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5846112 The complaint Mrs T complains that a pending transaction remained on her bank account with Barclays Bank UK PLC for over a week What happened On 23 July 2025, Mrs T used her Barclays debit card to buy some petrol. The pump she used was faulty and her card was returned. But a... (2 pages)View decision -
Decision Reference DRN-5907205
25 Nov 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5907205 The complaint Miss C complains that Legal and General Assurance Society Limited avoided her life and critical illness insurance policy and refused to pay a claim. What happened The background to this complaint is well known to the parties, so I won’t repeat all the details ... (3 pages)View decision -
Decision Reference DRN-5971360
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5971360 The complaint Mr P complains about the way National Westminster Bank Public Limited Company (‘NatWest’) handled his request for a refund. What happened Mr P signed up for a course at the end of 2023 with a provider who I’ll refer to as ‘H’ which he paid for in instalments us... (2 pages)View decision -
Decision Reference DRN-5776000
25 Nov 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5776000 The complaint Miss R is unhappy with the decision made by AmTrust Specialty Limited (AmTrust) when dealing with a claim under her caravan insurance policy. AmTrust is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on ... (3 pages)View decision -
Decision Reference DRN-5879554
25 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5879554 The complaint Mr C has complained about how Santander UK Plc (Santander) handled a refund claim he made to them. What happened Mr C used his Santander debit card to make several gambling transactions between December 2024 and March 2025 to a total sum of £11,676.24. However,... (4 pages)View decision -
Decision Reference DRN-5365214
25 Nov 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5365214 The complaint Miss L complains Frasers Group Financial Services (Frasers) provided poor service, leading to delays in setting up a debt management plan (DMP) for her. What happened In October 2023, Miss L opened a running credit account with Frasers. In February 2024, Miss... (3 pages)View decision -
Decision Reference DRN-5942264
25 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5942264 The complaint Mrs M and the estate of Mr M are unhappy that Admiral Insurance (Gibraltar) Limited hasn’t paid (in full) claims made under a travel insurance policy (‘the policy’). They’re also unhappy with the way the claim was handled and the assistance received whilst abro... (7 pages)View decision
