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 380824 results
-
Decision Reference DRN-5728124
15 Aug 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5728124 The complaint Mr F has complained about the way Marshmallow Insurance Limited dealt with his claim under his motor policy following an accident. What happened Mr F was involved in an accident on 19 October 2024. He is adamant that it wasn’t his fault, and he believes there ... (3 pages)View decision -
Decision Reference DRN-5756517
15 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5756517 The complaint Mr M complains about the way that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (“AMEX”) administered a benefit on his credit card account. He is also unhappy about AMEX’s handling of his complaint. What happened Mr M holds an AMEX credit... (4 pages)View decision -
Decision Reference DRN-5758463
15 Aug 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5758463 The complaint Ms S is unhappy that Tradex Insurance Company Plc (“TIC”) declined her contents claim after she accidentally burned her rug. When I refer to what Ms S said or what TIC said, it should be taken to include things said on their behalf. What happened The background... (5 pages)View decision -
Decision Reference DRN-5604378
15 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5604378 The complaint Ms P complains (‘Santander’), hasn’t reimbursed her following an Authorised Push Payment (‘APP’) investment scam she fell victim to. She says Santander should reimburse her for the money she lost. Ms P has brought the complaint with the assistance of a profess... (8 pages)View decision -
Decision Reference DRN-5692500
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5692500 The complaint Mr M complained because Bank of Scotland plc refused to refund him for a payment which he said was unauthorised. What happened On 2 March 2025, Mr M made a payment for the sterling equivalent of £100.09 plus a transaction fee of £2.99, totalling £103.08. Mr M... (4 pages)View decision -
Decision Reference DRN-5346749
15 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5346749 The complaint Mr J is unhappy that National Westminster Bank Public Limited Company won’t reimburse the money he lost to a scam. The complaint is brought on Mr J’s behalf by a professional representative. What happened The background to this complaint is well known to both... (2 pages)View decision -
Decision Reference DRN-5755399
15 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5755399 The complaint Mrs J and Mr V complain that Royal & Sun Alliance Insurance Limited (‘RSA’) mis-sold them their legal expenses insurance policy. They’re also unhappy it refused to cover a claim they made under that policy. All references to RSA include its agents. What h... (9 pages)View decision -
Decision Reference DRN-5758217
15 Aug 2025 TrinityBridge Limited UpheldPensions and AnnuitiesDRN-5758217 The complaint Mr H complains that TrinityBridge Limited (TrintyBridge) didn’t make him aware of the rules and requirements for withdrawing income from his self-invested personal pension (SIPP). He says that as a result of not being allowed to make an additional withdrawal wi... (9 pages)View decision -
Decision Reference DRN-5346750
15 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5346750 The complaint Mr J is unhappy that Santander UK Plc won’t reimburse the money he lost to a scam. The complaint is brought on Mr J’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat ever... (2 pages)View decision -
Decision Reference DRN-5648775
15 Aug 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5648775 The complaint Ms W’s complaint is about the service she received from HDI Global Speciality SE (‘HDI’) as underwriters of her pet insurance policy in respect of a claim she made. Ms W says HDI treated her unfairly and wants them to be accountable for their mistakes. What hap... (2 pages)View decision
