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 381194 results
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Decision Reference DRN-5601884
23 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsThe complaint Mr C complains that Nationwide Building Society didn’t tell him whether an account switching payment would be taxable and that it gave him internet links that didn’t work. What happened Nationwide said Mr C opened an online chat with it on 25 September 2024 and asked about th... (2 pages)View decision -
Decision Reference DRN-5624320
23 Jun 2025 Avantia Insurance Limited UpheldInsuranceThe complaint Mr G and Mrs G complain about Avantia Insurance Limited trading as HomeProtect (“HomeProtect”) for giving them unclear information and leaving them concerned about their level of insurance. They want Avantia to compensate them for their distress and inconvenience. What happen... (3 pages)View decision -
Decision Reference DRN-5617598
23 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5617598 The complaint Ms E complains Metro Bank PLC told a retailer she uses incorrect information about her reclaiming a payment she made. What happened Ms E disputed some payments, but Metro made a mistake and disputed a payment Ms E had willingly made. The payment was to a jewe... (3 pages)View decision -
Decision Reference DRN-5545484
23 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5545484 The complaint Mr K and Mrs M complains about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) handled a claim they made on their home insurance policy. Mrs M has acted as the main representative during the claim and complaint process. So, for ease of reference, I w... (5 pages)View decision -
Decision Reference DRN-5452003
23 Jun 2025 Marshmallow Financial Services Ltd Not upheldInsuranceDRN-5452003 The complaint Mr H complains about the settlement that Marshmallow Financial Services Ltd offered him for the total loss of his car following a claim made on his motor insurance policy. He’s also unhappy with its level of service. He wants compensation for his emotional dist... (3 pages)View decision -
Decision Reference DRN-5388725
23 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5388725 The complaint Miss W complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money she says she lost to two cryptocurrency investment scams. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in d... (3 pages)View decision -
Decision Reference DRN-5638353
23 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5638353 The complaint Mr G complains Bank of Scotland plc trading as Halifax won’t refund the money he lost to a scam. What happened In 2021, Mr G was introduced to a cryptocurrency investment opportunity by “a trustworthy colleague”. Unfortunately, the investment was a scam. Mr G s... (7 pages)View decision -
Decision Reference DRN-5289200
23 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5289200 The complaint Mr and Mrs T complain that the Royal Bank of Scotland Plc (RBS) won’t refund the full amount of money they say they lost to a scam. What happened Mr and Mrs T have said in 2017 he was contacted regarding an investment opportunity. He was guaranteed high return... (2 pages)View decision -
Decision Reference DRN-5622049
23 Jun 2025 Payment Assist Ltd Not upheldConsumer CreditDRN-5622049 The complaint Mr B is unhappy that he was declined for a loan he applied for with Payment Assist Ltd (‘PAL’). What happened Mr B had previously been a customer of PAL. His previous loan wasn’t a regulated credit agreement and Mr B had had difficulties keeping up payments. T... (3 pages)View decision -
Decision Reference DRN-5425005
23 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5425005 The complaint Mr T complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) have not refunded transactions made from his accounts which he says he did not make or authorise. Mr T is represented in this complaint by Mrs T. What happened In November 2023, Mrs T... (4 pages)View decision
