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 123872 results
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Decision Reference DRN-5690848
21 Jul 2025 IG Index Limited UpheldInvestmentsDRN-5690848 The complaint Mr K complains that the proceeds from share sales he placed through IG Index Limited (“IG”) weren’t available for him to access when they should have been. He says he needed the money to pay bills and would like compensation for the distress and inconvenience h... (3 pages)View decision -
Decision Reference DRN-5677218
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5677218 The complaint A limited company, which I will refer to as E, complains about the handling and settlement of its business interruption insurance claim by Aviva Insurance Limited. The claim was made as a result of the COVID-19 pandemic. What happened Both parties are aware of ... (3 pages)View decision -
Decision Reference DRN-5568387
21 Jul 2025 Wakam UpheldInsuranceDRN-5568387 The complaint Mrs V complains about the decline of her pet insurance claims by Wakam. What happened The background to this complaint is well known to Mrs V and Wakam. Rather than repeat in detail what’s already known to both parties, in my decision I’ll focus mainly on givin... (4 pages)View decision -
Decision Reference DRN-5602026
21 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5602026 The complaint Mr R complains about Royal & Sun Alliance Insurance Limited (“RSA”)’s handling of their buildings Insurance claim. All references to RSA also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefo... (3 pages)View decision -
Decision Reference DRN-5704309
21 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5704309 The complaint Miss M complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened Miss M says she paid a property developer £7,081.54 for her son which didn’t reach the intended recipient. When she checked the account details, she realis... (3 pages)View decision -
Decision Reference DRN-5514475
21 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5514475 The complaint Mr A complains that National Westminster Bank Public Limited Company (‘NatWest’) delayed crediting an international payment to his account. What happened In August 2024, Mr A was expecting an international payment to his NatWest account. The payment itself wa... (4 pages)View decision -
Decision Reference DRN-5669612
21 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5669612 The complaint Mrs D complains Clydesdale Bank plc (trading as Virgin Money) should have done more to help her get her money back for a holiday she booked that went wrong. What happened As both sides already know what happened, I’ve only summarised the key events below. In ... (7 pages)View decision -
Decision Reference DRN-5659363
21 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5659363 The complaint Mr K and Mrs T complain about AXA Insurance UK Plc’s handling of a claim under their home insurance policy. AXA has been represented by its agents during the claim. All references to AXA include its agents. What happened Mr K and Mrs T had a home insurance polic... (4 pages)View decision -
Decision Reference DRN-5704026
21 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5704026 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (28 pages)View decision -
Decision Reference DRN-5680905
21 Jul 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5680905 The complaint Ms I complains that she asked for a Level 3 full structural survey from Mortgage Advice Bureau Limited (“MAB”) on the property she intended buying but there was a substantial delay in getting it done. When Ms I got the survey report she pulled out of the house ... (4 pages)View decision
