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 380824 results
-
Decision Reference DRN-5893425
20 Oct 2025 Society of Lloyd's UpheldInsuranceDRN-5893425 The complaint Mr and Mrs D have complained about their building warranty provider Society of Lloyd’s (SOL) because it has declined their claim for a defective terrace which is causing water ingress to the property. What happened Mr and Mrs D bought a property in 2021, it ha... (12 pages)View decision -
Decision Reference DRN-5871473
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5871473 The complaint Mr S complains that National Westminster Bank Plc (NatWest) failed to properly check whether he could sustain a loan when they lent to him. What happened In November 2021 Mr S entered into a personal loan agreement with NatWest for £10,000. The purpose of the l... (3 pages)View decision -
Decision Reference DRN-5644878
20 Oct 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5644878 The complaint Mrs T complains that Advantage Insurance Company Limited (“Advantage”) charged her an additional excess when she had repairs carried out at her own choice of repairer in a claim under her motor insurance policy. Mrs T is represented in her complaint by a third ... (4 pages)View decision -
Decision Reference DRN-5884483
20 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5884483 The complaint Mr B complains that Nationwide Building Society (‘Nationwide’) hasn’t reimbursed the money he lost to what he believes was an investment scam. He’s represented in this complaint. For simplicity, I’ll refer to Mr B throughout this decision. What happened The bac... (5 pages)View decision -
Decision Reference DRN-5805433
20 Oct 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5805433 The complaint Mr S’s representative has complained, on his behalf, to The Prudential Assurance Company Limited (Prudential) that it allowed his pension claim to be paid to a bank account that had been set up his in name fraudulently. The representative has said that the fun... (10 pages)View decision -
Decision Reference DRN-5825115
20 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5825115 The complaint Mr O complains about the ‘RevPoints Spare Change’ feature provided by Revolut Ltd. What happened Mr O contacted Revolut in April 2024 as third-party merchant gift cards he’d purchased using the RevPoints he’d accumulated on his account weren’t working. He said... (2 pages)View decision -
Decision Reference DRN-5744938
20 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5744938 The complaint Mr G complains on behalf of his daughter, Miss G that a member of branch staff for Bank of Scotland plc, trading as Halifax, treated him inappropriately, and discriminated against him because of his race when he visited to deposit cash into her account. What h... (3 pages)View decision -
Decision Reference DRN-5798518
20 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5798518 The complaint Mr L complains about the service provided by Admiral Insurance (Gibraltar) Limited following a claim on his roadside assistance motor insurance policy. What happened Mr L’s car broke down whilst he was abroad, and he made a claim on his policy. But he was unha... (3 pages)View decision -
Decision Reference DRN-5859745
20 Oct 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5859745 The complaint Mr M has complained about his mortgage current account – known as the One Account - he held with The Royal Bank of Scotland Plc trading as Virgin One Account. Mr M has said that RBS hasn’t adhered to the Consumer Duty in relation to the interest rate charged si... (5 pages)View decision -
Decision Reference DRN-5674586
20 Oct 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5674586 The complaint Mrs C complains that Domestic & General Insurance Plc (Domestic & General) unfairly cancelled her household warranty insurance policies. What happened Mrs C held a number of household warranties with Domestic & General. In September 2024, it wrote t... (3 pages)View decision
