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 381195 results
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Decision Reference DRN-5826587
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5826587 The complaint Mr O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY wouldn’t give him additional mortgage borrowing, and wouldn’t tell him why not. Mr O said he paid £13,000 more to get this lending elsewhere, which he felt NatWest should cover. What happened ... (4 pages)View decision -
Decision Reference DRN-5811337
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5811337 The complaint Mr B complains that Barclays Bank UK PLC hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr B says he’s fallen victim to an investment scam. In mid-2023, he sent several payments from his Barclays account to his own account with a legitim... (2 pages)View decision -
Decision Reference DRN-5607635
19 Sep 2025 WDP Insurance Limited Not upheldInsuranceDRN-5607635 The complaint Mr B is unhappy with the service provided by WDP Insurance Limited (WDP) when making a claim on his mobile phone insurance policy. What happened Mr B took out mobile phone insurance with WDP. Following a successful claim made under his policy, Mr B raised comp... (3 pages)View decision -
Decision Reference DRN-5640761
19 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5640761 The complaint Miss G complains that Santander UK Plc (Santander) was failed to support her when she became reliant on, and struggled to repay, her overdraft facility. What happened Miss G has held a personal current account with Santander for several years. In May 2021 Miss... (2 pages)View decision -
Decision Reference DRN-5352643
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5352643 The complaint Miss J complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened Miss J made several payments to what he thought was a task-based job. Miss J later realised she had been scammed, so she logged a complaint with Revolut. R... (3 pages)View decision -
Decision Reference DRN-5794718
19 Sep 2025 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-5794718 The complaint Mr C’s complaint, in essence, is that Vanguard Asset Management Ltd, trading as Vanguard (“Vanguard”), acted unfairly when it changed the way it paid interest on cash on his account. Mr C says Vanguard unilaterally made the change and arbitrarily imposed a rate... (10 pages)View decision -
Decision Reference DRN-5816791
19 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5816791 The complaint Mr and Mrs H complain that Barclays Bank UK PLC wouldn’t produce a mortgage offer that would allow them to port their mortgage product and so avoid having to pay an early repayment charge (“ERC”). They had to pay an ERC and would like this refunded. What happe... (5 pages)View decision -
Decision Reference DRN-5748702
19 Sep 2025 ASHI Group Limited Not upheldConsumer CreditDRN-5748702 The complaint Ms P complains that ASHI Group Limited trading as Anglian Windows (“ASHI”) mis-sold her a loan and failed to provide clarity about the interest due. What happened In February 2020 Ms P invited a sales representative to visit her and she agreed to purchase seven... (2 pages)View decision -
Decision Reference DRN-5745268
19 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5745268 The complaint Mr and Mrs S complain about how Inter Partner Assistance SA (“IPA”) handled their claim under a travel insurance policy. What happened Mr and Mrs S bought a single trip travel insurance policy on 3 July 2024 for a trip between 19 July and 2 August 2024 to cove... (3 pages)View decision -
Decision Reference DRN-5811201
19 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5811201 The complaint Mrs H and her company (“X”) complain that Admiral Insurance (Gibraltar) Limited (“Admiral”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance was a supercar, first registered in 2021. In late April 2022, Mrs H... (5 pages)View decision
