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 385419 results
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Decision Reference DRN-5508606
2 Jul 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5508606 The complaint Mr C, on behalf of Miss C, complains that AXA PPP Healthcare Limited declined a claim under a private health insurance policy. What happened The policy covers Miss C, who’s a minor. Mr C has brought the complaint on her behalf. Mr C made a claim to AXA for ge... (3 pages)View decision -
Decision Reference DRN-5058350
2 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5058350 The complaint Mr R and Mrs R are unhappy that Nationwide Building Society has declined to reimburse them after they lost money to a scam. What happened Mr R and Mrs R say they were contacted by a law firm who said it could help them to leave a timeshare contract. They were i... (3 pages)View decision -
Decision Reference DRN-5597643
2 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5597643 The complaint Mrs V is unhappy that Wise Payments Limited (trading as Wise) won’t refund payments she made as a result of a scam. What happened Mrs V was the victim of a job scam involving the following payments from her Wise account: Ref Date Description Amount 1 7 January... (4 pages)View decision -
Decision Reference DRN-5659276
2 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5659276 The complaint Ms K complains that Nationwide Building Society unfairly loaded an adverse fraud marker against her name. What happened As the circumstances of this complaint are well-known to both parties, I will summarise them briefly below. Ms K held an account with Nationw... (6 pages)View decision -
Decision Reference DRN-5506472
2 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5506472 The complaint Mr R complains about the service received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NW”) when setting up and making a payment to his grandson. In particular, he is unhappy that the payment showed as being made and then later disappeared. What happ... (3 pages)View decision -
Decision Reference DRN-5434674
2 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5434674 The complaint Ms M is unhappy that The Co-operative Bank Plc conducted a balance transfer without her consent. What happened On 16 October 2024, Ms M applied for a Co-op Balance Transfer credit card online and requested a £10,000 credit limit. Her application was accepted by... (3 pages)View decision -
Decision Reference DRN-5663485
2 Jul 2025 Wakam UK Limited Not upheldInsuranceDRN-5663485 The complaint Mr V has complained that Wakam UK Limited declined a claim he made on a travel insurance policy. What happened Mr V registered the claim on 1 October 2024. This was in relation to a trip abroad he was due to undertake on 8 October 2024 that he says he had to c... (2 pages)View decision -
Decision Reference DRN-5613609
2 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5613609 The complaint Mr S has complained that Nationwide Building Society won’t refund the money he lost after falling victim to a scam. What happened Mr S was invited to an investment group chat and was persuaded by a scammer to join their cryptocurrency investment scheme, promisi... (3 pages)View decision -
Decision Reference DRN-5622661
2 Jul 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5622661 The complaint Mr S complains that Marshmallow Insurance Limited communicated poorly, cancelled his motor insurance policy unfairly and failed to tell him about a third party claim. What happened Mr S held a Marshmallow policy. In April 2024 he told it about a driving inciden... (5 pages)View decision -
Decision Reference DRN-5659320
2 Jul 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5659320 The complaint Mr and Mrs B have complained about Acromas Insurance Company Limited. Their complaint stems from renewal in 2024 when the premium for cover increased and they noted a claim was recorded against their cover – they’d notified Acromas of an incident in 2022 but ha... (4 pages)View decision
