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 384133 results
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Decision Reference DRN-5944094
26 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5944094 The complaint Ms H complains that National Westminster Bank PLC treated her unfairly when she applied to transfer a joint mortgage into her sole name. Ms H says NatWest caused delays. The mortgage was on the standard variable rate (SVR), and the higher payments caused her fi... (5 pages)View decision -
Decision Reference DRN-5943055
26 Nov 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5943055 The complaint Ms O’s complained that Admiral Insurance (Gibraltar) Limited unfairly declined her motor insurance claim after her car was stolen. What happened In spring 2024, Ms O’s car was stolen from a street close to her home. She reported the theft to the police. And she... (3 pages)View decision -
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
