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 381082 results
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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 -
Decision Reference DRN-5490396
15 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5490396 The complaint Mr H complaints that Nationwide Building Society (Nationwide) won’t refund transactions which occurred in January 2025 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everythin... (4 pages)View decision -
Decision Reference DRN-5695304
15 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5695304 The complaint Miss R complains about the way she was treated by HSBC UK Bank Plc trading as first direct when: • it applied restrictions to the way she was able to use her debit card. • It declined to allow her to use its mobile banking app on a phone that didn’t belong to ... (5 pages)View decision
