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-5679673
29 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5679673 The complaint Mr T complains about the advice he was given by National Westminster Bank PLC (NWB) when he contacted them regarding his credit card accounts. What happened Mr T held three credit card accounts with NWB. In March 2025 Mr T contacted NWB to request a credit limi... (2 pages)View decision -
Decision Reference DRN-5667984
29 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5667984 The complaint Mrs F is unhappy that Liverpool Victoria Insurance Company Limited (“LV”) hasn’t settled her alternative accommodation claim following an escape of water at her home. Mrs F’s representative dealt with the claim and complaint on her behalf. For ease of reading, ... (4 pages)View decision -
Decision Reference DRN-5237056
29 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5237056 The complaint C is a company. It complains through its representatives that HSBC UK Bank Plc is responsible for the losses it suffered when it was unable to use its next generation virtual accounts management (VAM) tool. What happened HSBC provides C with VAM services which ... (2 pages)View decision -
Decision Reference DRN-5713742
29 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5713742 The complaint Ms T complains about how Barclays Bank UK PLC handled a dispute she raised to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum f... (3 pages)View decision -
Decision Reference DRN-5723257
29 Jul 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5723257 The complaint Mr F says Advantage Insurance Company Limited didn’t pay him enough for his written-of car after he made a claim on his motor insurance policy. What happened Mr F’s car was damaged in a non-fault accident. Advantage checked the valuations shown in three of the... (2 pages)View decision -
Decision Reference DRN-5646457
29 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5646457 The complaint Miss M complains that U K Insurance Limited (“UKI”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a vehicle, which Miss M acquired subject to an agreement with a finance comp... (4 pages)View decision -
Decision Reference DRN-5692143
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5692143 The complaint X complains that NewDay Ltd were unreasonable to default and terminate his agreement when they knew he was medically incapacitated. He says they failed to follow the correct complaints procedure. What happened The detailed background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5166790
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5166790 The complaint Mr T complains Revolut Ltd won’t refund the money he lost when he fell victim to a scam What happened Mr T received a text, seemingly from a courier, saying he needed to pay a small amount to reschedule a delivery. He followed the link in the message and input ... (2 pages)View decision -
Decision Reference DRN-5710429
29 Jul 2025 Lumin Wealth Management Limited UpheldPensions and AnnuitiesDRN-5710429 The complaint Mr Y complains that Lumin Wealth Management Limited (“Lumin”) failed to facilitate the transfer of his pension investments to a new provider in a reasonable period of time. What happened I issued a provisional decision on this complaint earlier this month. In t... (7 pages)View decision -
Decision Reference DRN-5604233
29 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5604233 The complaint Mr W and Mrs B complain that Nationwide Building Society won’t reimburse them after they send money to an investment, that they now consider to have been a scam. What happened The circumstances of this complaint are well known to both parties so I won’t repeat ... (5 pages)View decision
