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 123656 results
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Decision Reference DRN-5580092
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5580092 The complaint Miss B complains that National Westminster Bank Public Limited Company (NatWest) gave her an overdraft and subsequent limit increases which she couldn’t afford to repay. Miss B also says NatWest acted unfairly when it continued to apply charges to her overdraf... (6 pages)View decision -
Decision Reference DRN-5677872
8 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5677872 The complaint Mr and Mrs P 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) d... (19 pages)View decision -
Decision Reference DRN-5571667
8 Jul 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5571667 The complaint Mr W complains about the level of service provided by Hastings Insurance Services Limited when he tried to transfer No Claims Discount (NCD) years from another motor insurance policy. He said this had affected his policy premium. What happened Mr W had one car... (3 pages)View decision -
Decision Reference DRN-5471009
8 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5471009 The complaint Mr D complains Ageas Insurance Limited (Ageas) declined a claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. At the end of 2023 Mr D noticed his toil... (4 pages)View decision -
Decision Reference DRN-5677548
8 Jul 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) UpheldInsuranceDRN-5677548 The complaint Mr J complains about the decline of his public liability claim, made under his pet insurance policy with the Equine and Livestock Insurance Company limited trading as the Insurance Emporium (‘ELIC’). What happened Mr J had a ‘lifetime’ pet insurance policy with... (4 pages)View decision -
Decision Reference DRN-5625974
8 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5625974 The complaint Mr S complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr S applied for a Marbles credit card in August 2015. In his application, Mr S said his incom... (3 pages)View decision -
Decision Reference DRN-5678958
8 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5678958 The complaint Mrs S has complained about HSBC UK Bank Plc lending to her and not refunding the money she lost in a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In mid-2024, Mrs S fell victim to a cryptocurrency invest... (5 pages)View decision -
Decision Reference DRN-5677606
8 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5677606 The complaint Mr W has complained about Admiral Insurance (Gibraltar) Limited. He isn’t happy about the way it has dealt with a claim under his motor insurance policy. What happened I looked at this case and provided my initial thoughts in my provisional decision as follows... (2 pages)View decision -
Decision Reference DRN-5473675
8 Jul 2025 Yorkshire Building Society UpheldPensions and AnnuitiesDRN-5473675 The complaint Ms H complained that an adviser working for Norwich and Peterborough Building Society (‘NPBS’) gave her unsuitable advice in 1992 to transfer her defined benefit (DB) pension to a personal pension. Yorkshire Building Society (YBS) is now responsible for any adv... (5 pages)View decision -
Decision Reference DRN-5416686
8 Jul 2025 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-5416686 The complaint Two of Mrs K’s sisters, who were appointed as joint attorneys by Mrs K under a lasting power of attorney, complain that State Bank of India (UK) Limited didn’t deal with two separate requests professionally and efficiently. What happened Mrs K has an account wi... (3 pages)View decision
