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 381082 results
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Decision Reference DRN-5667053
21 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5667053 The complaint Mr B complains that Nationwide Building Society didn’t notify him that his one-year fixed rate Individual Savings Account (ISA) had matured and been transferred to an Easy Access ISA. What happened The circumstances of this complaint are well known to both par... (3 pages)View decision -
Decision Reference DRN-5408231
21 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5408231 The complaint Mr U complains that MotoNovo Finance Limited has acted unfairly in the amount of compensation it offered after it gave him the wrong settlement figure to voluntary terminate a hire purchase agreement. What happened In February 2022 Mr U entered into a four-year... (3 pages)View decision -
Decision Reference DRN-5656322
21 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5656322 The complaint Mr B is unhappy with how U K Insurance Limited (UKI) said it intended to settle a claim made under his motor insurance policy. Any references to UKI include its agents. What happened In November 2024, Mr B told UKI he wanted to make a claim for his damage to ... (2 pages)View decision -
Decision Reference DRN-5704309
21 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5704309 The complaint Miss M complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened Miss M says she paid a property developer £7,081.54 for her son which didn’t reach the intended recipient. When she checked the account details, she realis... (3 pages)View decision -
Decision Reference DRN-5544039
21 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5544039 The complaint Mrs and Mr B complain about U K Insurance Limited’s (UKI) settlement of their travel insurance claim. What happened Mrs and Mr B have travel insurance though a building society account, the insurer is UKI. They purchased the ‘cruise cover’ option. Mrs and Mr B... (3 pages)View decision -
Decision Reference DRN-5689888
21 Jul 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5689888 The complaint Mr S is unhappy that Sainsbury’s Bank Plc didn’t include the claims telephone number for his key insurance policy on his home contents insurance documents. This has led to him calling the home insurance claim line, which in turn has resulted in the policy under... (3 pages)View decision -
Decision Reference DRN-5484762
21 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5484762 The complaint Miss M complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to undertake sufficient financial checks before it approved a credit card account for her. What happened Miss M says Tesco approved a credit card account for her in June 2020, with an in... (4 pages)View decision -
Decision Reference DRN-5514475
21 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5514475 The complaint Mr A complains that National Westminster Bank Public Limited Company (‘NatWest’) delayed crediting an international payment to his account. What happened In August 2024, Mr A was expecting an international payment to his NatWest account. The payment itself wa... (4 pages)View decision -
Decision Reference DRN-5538690
21 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5538690 The complaint Mr and Mrs R complained that esure Insurance Limited (“esure”) declined to pay them directly for the cost of repairs to their car following an accident, under Mr R’s motor insurance policy. I’ll refer to Mr R in my decision for ease. What happened Following an ... (3 pages)View decision -
Decision Reference DRN-5026068
21 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5026068 The complaint Mr L is complaining that Bank of Scotland plc trading as Halifax (Halifax) didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr L here. What... (3 pages)View decision
