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 392389 results
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Decision Reference DRN-5863235
29 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5863235 The complaint Mr K complains that Royal Bank of Scotland PLC (RBS) allowed him to gamble more than £11,000 in just over a week without any intervention which would have prevented the financial harm suffered by Mr K. What happened Mr K has maintained an account with RBS for m... (2 pages)View decision -
Decision Reference DRN-6046439
29 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6046439 The complaint Mrs T complains about poor customer service from Admiral Insurance (Gibraltar) Limited, particularly the length of time taken to deal with an appeal against the decline of a claim she made under her motor insurance policy. What happened The background to this... (4 pages)View decision -
Decision Reference DRN-6028155
29 Dec 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-6028155 The complaint Mr A complains that Computershare Investor Services Plc failed to properly acknowledge and investigate an incorrect cost basis shown for the shares he held in his employee Share Incentive Plan (SIP). Mr A says this error, and the delay in addressing it, affecte... (5 pages)View decision -
Decision Reference DRN-5866307
29 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5866307 The complaint Mr W complains that Nationwide Building Society misled him over the offer available to him for a Nationwide Flex account and failed to address his complaint in line with regulations. What happened Mr W wanted to take advantage of the 1% cashback offer available... (2 pages)View decision -
Decision Reference DRN-5979856
29 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldMortgagesDRN-5979856 The complaint Mr and Mrs M complain that The Co-operative Bank PLC misled them and caused delays before unfairly declining their request for additional mortgage borrowing. Mr M asks that The Co-op compensates them for the cost of repaying unsecured loans early and pays compe... (4 pages)View decision -
Decision Reference DRN-5973417
29 Dec 2025 Lemonade Insurance N.V. Not upheldInsuranceDRN-5973417 The complaint Mr S has complained about the time it’s taking Lemonade Insurance N.V. to deal with his contents insurance claim following a burglary. What happened On 11 June 2025, Mr S made a claim following a burglary at his home which he said had taken place on 10 June whi... (2 pages)View decision -
Decision Reference DRN-6041898
29 Dec 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-6041898 The complaint Ms W complains that Lenvi Servicing Limited didn’t give consent for her to let her property. She says it misled her about this and took too long to make a decision. She said Lenvi hadn’t contacted her about paying off her arrears in instalments. What happened W... (3 pages)View decision -
Decision Reference DRN-6023010
29 Dec 2025 Lloyds Bank PLC Not upheldMortgagesDRN-6023010 The complaint Mr R complains that Lloyds Bank PLC treated him unfairly after the term of his interest only mortgage expired with an unpaid balance. Mr R would like Lloyds to give him more time to sell the property or remortgage. A family member, who I’ll refer to as Mrs R, h... (4 pages)View decision -
Decision Reference DRN-5934421
29 Dec 2025 Advance Mortgage Funding Limited Not upheldInsuranceDRN-5934421 The complaint Mr and Mrs R complain about a home insurance policy sold to them by Advance Mortgage Funding Limited trading as PRIMIS Mortgage Network. In particular, they say the cover recommended wasn’t sufficient and complain about misinformation they say they have been gi... (2 pages)View decision -
Decision Reference DRN-5934419
29 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5934419 The complaint Mr and Mrs R are unhappy that their claim for lost jewellery was declined by Liverpool Victoria Insurance Company Limited (“LV”) under their home insurance policy. What happened Mr R made a claim when his wife lost the diamond from a piece of jewellery inside ... (2 pages)View decision