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-5582274
29 Jul 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5582274 The complaint Mr M is unhappy that Haven Insurance Company Limited (“Haven”) didn’t contribute a higher cash settlement to his undamaged “matched tiles” when he had a claim accepted for accidental damage in his kitchen. Haven was providing a home insurance policy. What happe... (2 pages)View decision -
Decision Reference DRN-5722794
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5722794 The complaint Miss J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss J applied for an Aq... (3 pages)View decision -
Decision Reference DRN-5187692
29 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5187692 The complaint Mrs P is unhappy that Santander UK Plc has declined to refund transactions from her account that she says she didn’t authorise. What happened Between 17 and 31 August 2024, a number of Automated Teller Machine (ATM) withdrawals totalling £2,050 were made from M... (2 pages)View decision -
Decision Reference DRN-5516485
29 Jul 2025 China Taiping Insurance (UK) Co Ltd Not upheldInsuranceDRN-5516485 The complaint Ms B and Mr H are complaining about the way China Taiping Insurance (UK) Co Ltd (‘CTI’) has handled a claim they made on their buildings insurance policy. What happened In 2019 Ms B and Mr H noticed damage arising on their property as a result of subsidence. So... (4 pages)View decision -
Decision Reference DRN-5313106
29 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5313106 The complaint Mr and Mrs J complain that Nationwide blocked their bank account. What happened Mr and Mrs J had an account with Nationwide. In June 2024, Nationwide emailed Mrs J to say it had blocked the account because it needed more information about her. Mr and Mrs J thin... (3 pages)View decision -
Decision Reference DRN-5722682
29 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5722682 The complaint Ms B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms B applied for an Aqua credit card in April 2020. In her application, Ms B said she had an annu... (3 pages)View decision -
Decision Reference DRN-5716335
29 Jul 2025 The Right Mortgage Limited UpheldMortgagesDRN-5716335 The complaint Mrs C and Mr O complain about mortgage advice they received from an appointed representative of The Right Mortgage Limited (TRM). They say it failed to arrange the right amount of borrowing, leaving them with a substantial shortfall when the mortgage completed.... (4 pages)View decision -
Decision Reference DRN-5722637
29 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5722637 The complaint Mr R complains about the actions of Kroo Bank Ltd when he fell victim to a scam. What happened The parties are familiar with the background to the scam, and since my decision only concerns interest on the refund and compensation for trouble and upset, I’ll only... (3 pages)View decision -
Decision Reference DRN-5722314
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5722314 The complaint Mr K complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr K says that, in October 2023, he saw an advert about cry... (4 pages)View decision -
Decision Reference DRN-5464856
29 Jul 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5464856 The complaint Mrs K complains Financial Administration Services Limited (FASL) delayed the opening of her stocks and shares Investment Account. She says this meant she could not make use of her Capital Gains Tax (CGT) allowance for the 2023/24 tax year. What happened In Marc... (4 pages)View decision
