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 384134 results
-
Decision Reference DRN-5982978
28 Nov 2025 Topaz Finance Limited Not upheldMortgagesDRN-5982978 The complaint Mr D complains that Topaz Finance Limited trading as Jasper Mortgages delayed appointing a Law of Property Act receiver to manage his buy-to-let property. As a result, he says that he’s incurred additional costs and worsened arrears. What happened In 2007 Mr D ... (4 pages)View decision -
Decision Reference DRN-5626167
28 Nov 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5626167 The complaint The estate of Mrs M complains that Barclays Bank UK Plc has not acted fairly in its dealings with the estate and in recovering a second charge debt. What happened Mr and Mrs M had a mortgage with Barclays that was repaid in 2018. Mr M died in 2006 and Mrs M die... (4 pages)View decision -
Decision Reference DRN-5932374
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5932374 The complaint Mr K complains Monzo Bank Ltd won’t refund money he says he lost as part of a scam. Mr K is supported in making his complaint by a representative, but for ease, I’ll refer to Mr K throughout this decision. What happened Mr K has explained that in 2024 he was in... (3 pages)View decision -
Decision Reference DRN-5839971
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5839971 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund him Mr M has brought his complaint to this service with the assistance of a professional representative, but for ease of reading I will refer to Mr M throughout this ... (5 pages)View decision -
Decision Reference DRN-5932379
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5932379 The complaint Mr K complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund money he says he lost as part of a scam. Mr K is supported in making his complaint by a representative, but for ease, I’ll refer to Mr K throughout this decision. What happen... (3 pages)View decision -
Decision Reference DRN-5795054
28 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5795054 The complaint Ms L has complained about her appliance insurer Domestic and General Insurance Plc because it won’t exchange a replacement dual washing machine and tumble dryer it provided and installed. What happened Ms L had a policy with D&G. Following a dispute, D&... (3 pages)View decision -
Decision Reference DRN-5869174
28 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5869174 The complaint Mr and Mrs C complain that Aviva Insurance Limited declined their travel insurance claim. My references to Aviva include its claim handling agent. As Mr C has taken the lead on the claim and complaint I’ll refer to Mr C to include both complainants unless the ... (4 pages)View decision -
Decision Reference DRN-5919832
28 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5919832 The complaint Mr H is unhappy with HSBC UK Bank Plc. Mr H said HSBC won’t amend his postal address back to his original home address. He said this was after it agreed to change it to a temporary one in another country when he moved there for a period in 2023. What happened ... (3 pages)View decision -
Decision Reference DRN-5767421
28 Nov 2025 Exeter Friendly Society Limited Not upheldInsuranceDRN-5767421 The complaint Mr D is unhappy that Exeter Friendly Society Limited didn’t renew his private health insurance policy (‘the policy’), that it collected a premium for the policy even though the policy wasn’t going to be renewed and that he was prevented from the benefit limits ... (2 pages)View decision -
Decision Reference DRN-5794889
28 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5794889 The complaint Mr O is unhappy with Inter Partner Assistance (IPA) SA’s handling of his travel insurance claim. What happened Mr O has travel insurance with IPA. He booked a week’s cruise, leaving the UK on 7 December 2024 – 14 December 2024. Unfortunately, the cruise departe... (2 pages)View decision
