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 381196 results
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Decision Reference DRN-5506679
12 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5506679 The complaint Mr H complains that Wise Payments Limited (Wise) will not refund him for failed cash withdrawals despite the money being debited from his account. What happened Mr H states that on 4 October 2024 he attempted to make a cash withdrawal from an Automated Teller ... (5 pages)View decision -
Decision Reference DRN-5677224
12 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5677224 The complaint Mr M complains that National Westminster Bank plc (‘NatWest’) didn’t provide his credit agreement for his account ending 849. Mr M wants clarity regarding his debt and for his distress and inconvenience to be recognised. What happened Mr M’s banked with NatWe... (3 pages)View decision -
Decision Reference DRN-5550038
12 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5550038 The complaint Ms K has complained about her let property insurer Royal & Sun Alliance Insurance Limited because it has declined her claim for escape of water. What happened Ms K called RSA in August 2024 to make a claim. She sent RSA a quote which said due to a potentia... (2 pages)View decision -
Decision Reference DRN-5749021
12 Aug 2025 Elderbridge Limited Not upheldMortgagesDRN-5749021 The complaint Mr O complains that Elderbridge Limited didn’t tell him when his mortgage was transferred to it in 2016 that it didn’t offer new interest rate products, it didn’t give him advance notice of the transfer, and it won’t now offer him a new rate. What happened Mr O... (2 pages)View decision -
Decision Reference DRN-5749847
12 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5749847 The complaint Mrs L complains about West Bay Insurance Plc’s decision to settle a claim on her motor insurance policy. What happened Mrs L had a motor insurance policy with West Bay. In March 2024, there was an incident involving Mrs L’s vehicle and a third-party vehicle in ... (4 pages)View decision -
Decision Reference DRN-5749924
12 Aug 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5749924 The complaint Mr S and Mrs S complain about Accredited Insurance (Europe) Ltd’s handling of their buildings insurance claim. All references to Accredited also include its appointed agents. What happened Below is intended to be a summary of the key events forming this complai... (4 pages)View decision -
Decision Reference DRN-5733501
12 Aug 2025 Leeds Building Society Not upheldMortgagesDRN-5733501 The complaint Miss M’s complaint is about a mortgage she took out with Leeds Building Society (LBS) to purchase a share in a leasehold property, a one-bedroomed flat in a block. The owner of the remaining share is a housing association I’ll refer to here as P. P is therefore... (3 pages)View decision -
Decision Reference DRN-5446841
12 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5446841 The complaint Mr A complains Aviva Insurance Limited unfairly declined his claim for treatment. What happened Mr A took out a private medical insurance policy in February 2024. And the cover was underwritten by Aviva. The policy was taken out on a moratorium basis, which mea... (4 pages)View decision -
Decision Reference DRN-5282699
12 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5282699 The complaint Miss J complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost as the result of a scam. What happened In January 2024, Miss J received a message saying that a parcel delivery had failed and a fee had to be paid to arrange redelivery. M... (3 pages)View decision -
Decision Reference DRN-5584868
12 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5584868 The complaint Mrs S complains that U K Insurance Limited trading as Green Flag (UKI) caused damage to her vehicle, during recovery, under a roadside assistance policy. UKI has been represented on the claim by its agents. All references to UKI include its agents. What happene... (3 pages)View decision
