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-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 -
Decision Reference DRN-5831370
25 Nov 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5831370 The complaint Ms C’s complaint relates to a cash ISA she had with Yorkshire Building Society. Ms C is unhappy that the interest earned on the ISA was not paid into her account with another bank in April 2024 and 2025, as it should have been. She does not believe the £500 com... (2 pages)View decision -
Decision Reference DRN-5846608
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5846608 The complaint Mr S believes HSBC UK Bank Plc acted irresponsibly when it increased his credit card limit. What happened In May 2020 Mr S applied for a credit card with HSBC. This application was approved with a credit limit of £1,000. The credit limit was subsequently incre... (5 pages)View decision -
Decision Reference DRN-5974028
25 Nov 2025 Loan.Co.UK Limited UpheldMortgagesDRN-5974028 The complaint Mrs A’s complaint is about the advice she received from LOAN.CO.UK LIMITED trading as Loan.co.uk in 2023 to take out a mortgage on her unencumbered home. She believes that the mortgage was mis-sold as she told Loan.co.uk that her bank statements would show gamb... (8 pages)View decision -
Decision Reference DRN-5755503
25 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5755503 The complaint Mrs C complains about the actions of esure Insurance Limited (‘esure’) when responding to a claim she made under her motor insurance policy. Some of Mrs C’s dissatisfaction is about the actions of agents acting on behalf of esure. As esure have accepted respons... (3 pages)View decision
