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-5335287
1 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5335287 The complaint M, a limited company, has complained National Westminster Bank Public Limited Company did nothing to identify and stop fraudulent payments being made to one of their customers’ accounts. What happened M operates as a small business and holds an account with a bank... (4 pages)View decision -
Decision Reference DRN-5971035
1 Dec 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5971035 The complaint Mr C complains that the car he acquired through Santander Consumer (UK) Plc (“Santander”) wasn’t of satisfactory quality. He wants to reject the car and cancel the credit agreement. What happened Mr C entered a conditional sale agreement in March 2024 to acquir... (3 pages)View decision -
Decision Reference DRN-5986822
1 Dec 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5986822 The complaint Mr D and Miss R’s complaint is about a claim they made on their Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mr D and Miss R say that C&G treated them unfairly. What happened I issued a provisi... (3 pages)View decision -
Decision Reference DRN-5758008
1 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5758008 The complaint Mr C complains that Nationwide Building Society (“Nationwide”) acted irresponsibly when it failed to notice he was struggling financially and over reliant on his overdraft during its annual reviews. Mr C also complains about Nationwide granting him a credit ca... (4 pages)View decision -
Decision Reference DRN-5912445
1 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5912445 The complaint Mr C complains about the service he received following a claim made on his motor insurance policy with Liverpool Victoria Insurance Company Limited (LV). What happened Mr C held a motor insurance policy with LV. He made a claim when his car was stolen in Augus... (3 pages)View decision -
Decision Reference DRN-5732288
1 Dec 2025 U Drive Cover Limited Not upheldInsuranceDRN-5732288 The complaint Mr D complains that U Drive Cover Limited (U Drive) unfairly charged a cancellation fee when he decided not to go ahead with a car insurance policy following an increase to the premium quoted. What happened The circumstances of the case are well known to both p... (2 pages)View decision -
Decision Reference DRN-5900846
1 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5900846 The complaint Mr B has complained that U K Insurance Limited (UKI) under its breakdown recovery policy provider Green Flag refused to repatriate his car from Europe to the UK and refused to refund an excess supplementary cover on his hire car costs. For ease throughout the ... (7 pages)View decision -
Decision Reference DRN-5929942
1 Dec 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5929942 The complaint Mr and Mrs O complain that Accredited Insurance (Europe) Limited (‘Accredited’) has unfairly rejected their home insurance claim for accidental damage to their septic tank. Mr and Mrs O are also unhappy with the insurer’s claims handling. What happened The part... (5 pages)View decision -
Decision Reference DRN-5652811
1 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5652811 The complaint Mrs S has complained about issues regarding the reduction of her overdraft limit by Barclays Bank UK PLC. What happened On 25 October 2024, Barclays wrote to Mrs S to say it had decided to reduce her overdraft limit, and giving her 30 days to appeal. Mrs S then... (2 pages)View decision -
Decision Reference DRN-5862168
1 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5862168 The complaint Mr M has complained about how NewDay Ltd (NewDay) handled a refund claim he made to them. What happened Mr M used his NewDay credit card to make a part payment of £500 on a vehicle purchase from a supplier I shall call ‘H’ in November 2024. He subsequently disc... (4 pages)View decision