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 370903 results
-
Decision Reference DRN-5452933
4 Jul 2025 Wakam UpheldInsuranceDRN-5452933 The complaint Miss R’s complained about the amount Wakam increased her pet insurance premiums on renewal of her policy, and about the policy auto-renewing. References to comments and actions by Wakam include those made by the policy intermediary acting on their behalf. What ... (3 pages)View decision -
Decision Reference DRN-5588875
4 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5588875 The complaint Mr D complains about the service provided by National Westminster Bank Plc. What happened In July 2024 Mr D contacted NatWest on a number of occasions by phone and via its online digital assistant, Cora. He wasn’t happy with the service provided and raised comp... (3 pages)View decision -
Decision Reference DRN-5643661
4 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5643661 The complaint Mr B complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he says he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr B t... (3 pages)View decision -
Decision Reference DRN-5659684
4 Jul 2025 Hilltop Finance Limited Not upheldPensions and AnnuitiesDRN-5659684 The complaint Mr C complains that some advice he received from Hilltop Finance Limited (“Hilltop”) in November 2021 about the transfer of his pension savings was unsuitable. What happened Mr C has been assisted in making his complaint by a firm of solicitors. But in this dec... (5 pages)View decision -
Decision Reference DRN-5669959
4 Jul 2025 Solium Capital UK Limited Not upheldInvestmentsDRN-5669959 The complaint X has complained that Solium Capital UK Limited, trading as Morgan Stanley at Work (‘MS’), delayed the completion of her share transfer. X would like to be compensated for the losses she incurred because of that. What happened On 24 January 2024 X exercised an... (7 pages)View decision -
Decision Reference DRN-5435382
4 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5435382 The complaint Mr A complains that Liverpool Victoria Insurance Company Limited trading as LV= (“LV”) is responsible for poor quality repairs under a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car,... (4 pages)View decision -
Decision Reference DRN-5584802
4 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5584802 The complaint Mr E complains that Barclays Bank UK PLC, trading as Barclaycard, reduced his credit card limit. What happened Mr E holds a credit card with Barclaycard; in January 2025, it took the decision to reduce the credit limit from £13,000 to £4,400. Mr E complained. ... (3 pages)View decision -
Decision Reference DRN-5663982
4 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5663982 The complaint Mr and Mrs A complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by firstly deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) for (1) misrepresentation an... (27 pages)View decision -
Decision Reference DRN-5666900
4 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5666900 The complaint Mr G and Miss L say that Monzo Bank Ltd didn’t do enough to protect Miss L when she became the victim of a scam and would like Monzo to refund the money that she lost. What happened Mr G and Miss L hold a joint account with Monzo, so have brought this complain... (6 pages)View decision -
Decision Reference DRN-5655997
4 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5655997 The complaint Mr A has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) mis-sold him a fee-paying Advantage Gold account in 2011. Mr A says that he was speaking to someone in branch about overdraft and credit options, as he had a bad credit rating... (3 pages)View decision
