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-5710095
6 Aug 2025 Dignity Funerals Limited UpheldFuneral Planning ServicesDRN-5710095 The complaint Mr H has complained that Dignity Funerals Limited have acted unfairly, because they didn’t include the extras he’d paid for when they offered to match the pre-paid funeral plan he’d bought from a previous provider. What happened In late 2019, Mr H bought a fune... (4 pages)View decision -
Decision Reference DRN-5497218
6 Aug 2025 Atlas Insurance PCC Limited Not upheldInsuranceDRN-5497218 The complaint Ms W’s complaint is about claims she made on her Atlas Insurance PCC Limited (‘Atlas’) pet insurance policy, which Atlas declined. Ms W says that Atlas treated her unfairly and wants them to settle her claims. What happened The details of this complaint are we... (3 pages)View decision -
Decision Reference DRN-5610813
6 Aug 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5610813 The complaint M, a limited company, complains about what AmTrust Specialty Limited (Amtrust) did after it made a claim on its commercial legal expenses insurance policy in March 2023. M is represented by its director Mr D. All references to Amtrust include its agents and cla... (5 pages)View decision -
Decision Reference DRN-5734353
6 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5734353 The complaint Mr B complains that Lloyds Bank PLC suspended his debit card while he was abroad. What happened Mr B travelled abroad for his honeymoon in September 2024. He took a small amount of local currency and his Lloyds debit card with him as he says he’d never had any... (4 pages)View decision -
Decision Reference DRN-5737786
6 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5737786 The complaint Miss G complains about the way Bank of Scotland plc trading as Halifax (‘Halifax’) handled her request for a refund. Miss G’s complaint involves a holiday she booked with her travelling companion (the ‘companion’). At various points, I may only refer to Miss G,... (5 pages)View decision -
Decision Reference DRN-5362790
6 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5362790 The complaint Mr D complains that TSB Bank plc won’t refund money he lost when he says he was a victim of an investment scam. Mr D is represented by a firm I’ll refer to as ‘M’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (4 pages)View decision -
Decision Reference DRN-5709596
6 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5709596 The complaint Mr D complains, that NewDay Ltd (“NewDay”) gave him a credit card and then increased his credit limit when he couldn’t afford it. What happened I’ve summarised Mr D’s card approval and credit limit increases in the table below. Date Event Credit limit Increase... (3 pages)View decision -
Decision Reference DRN-5396878
6 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5396878 The complaint Mr M is unhappy that Monzo Bank Ltd has decided not to refund him after he was the victim of a scam. What happened Mr M used a website to search for services. He paid a deposit of £90 but then was asked to pay a further £90. This was the full price of the serv... (3 pages)View decision -
Decision Reference DRN-5709211
6 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5709211 The complaint Mr B complains Barclays Bank UK PLC hasn’t refunded him for a cash machine withdrawal he made but didn’t receive the money. What happened Mr B received his wages on 31 January 2025 and went to a cash machine to withdraw £500, in two £250 transactions. Mr B sa... (4 pages)View decision -
Decision Reference DRN-5737741
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5737741 The complaint Mr L complains about the way National Westminster Bank Public Limited Company (‘NatWest’ or the ‘bank’) handled his chargeback request. What happened The parties are both aware of the background of this complaint – so I will simply summarise this in brief here.... (3 pages)View decision
