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 380824 results
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Decision Reference DRN-5737192
20 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5737192 The complaint Mr L complains about the settlement that First Central Underwriting Limited offered him for the total loss of his car following a claim made on his motor insurance policy. He wants it to increase its valuation of his car’s pre-loss value to £8,000. What happen... (2 pages)View decision -
Decision Reference DRN-5734971
20 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5734971 The complaint Mr S complains about the level of service provided by Ageas Insurance Limited after he made a claim on his roadside assistance motor insurance policy. He wants £300 compensation for his trouble and upset. What happened Mr S said his car wouldn’t start and he t... (3 pages)View decision -
Decision Reference DRN-5718306
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5718306 The complaint Mr H has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) unfairly pursued him for a disputed outstanding balance. What happened Mr H had an account with NatWest, which it passed to a third party debt collector, which I will call ‘Z’... (2 pages)View decision -
Decision Reference DRN-5598221
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5598221 The complaint Mr P complains that National Westminster Bank PLC (NatWest) is treating him unfairly by demanding that he repays a loan for which he gave a personal guarantee. What happened Mr P is the director of a company which I’ll refer to as T. T is currently in liquidati... (5 pages)View decision -
Decision Reference DRN-5780472
20 Oct 2025 esure Insurance Limited UpheldInsuranceDRN-5780472 The complaint Mr P complains that, following a claim on his motor insurance policy, esure Insurance Limited unfairly decided his car was a total loss and then did not let him keep the car. What happened In July 2023 Mr P’s car was damaged in a fire. He claimed on his policy.... (5 pages)View decision -
Decision Reference DRN-5641380
20 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5641380 The complaint Mr and Mrs D complained that Aviva Insurance Limited (“Aviva”) unfairly assessed their claim for storm damage, and subsequently declined it, under their home buildings insurance policy. I’ll refer to Mr D in my decision for ease. References to Aviva include its... (4 pages)View decision -
Decision Reference DRN-5726682
20 Oct 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5726682 The complaint Mr M complains that Capital One (Europe) plc (“Capital One”) didn’t do enough to support him when he told them he was in financial difficulty. What happened Mr M took out a credit card using an agreement with Capital One in October 2004. In early April 2025, ... (3 pages)View decision -
Decision Reference DRN-5710981
20 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5710981 The complaint Mr S, a trustee of IB a charity, complains about TSB Bank plc’s handling of and failure to carry out its instruction to change the signatories on its account. What happened Mr S said ‘Board of Resolutions’ mandates were handed in at two TSB branches to change ... (3 pages)View decision -
Decision Reference DRN-5882791
20 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5882791 The complaint A company, which I will refer to as S, complains that Barclays Bank UK Plc wrongly duplicated a payment instruction. S is represented in this complaint by its director, who I will refer to as Mr E. What happened Everyone agrees that two payments of £2,640 eac... (2 pages)View decision -
Decision Reference DRN-5892611
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5892611 The complaint Miss S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to properly assist her in the recovery of funds. What happened Miss S explained she used her NatWest account to send two payments of £500 to her parents who each had separ... (4 pages)View decision
