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 124111 results
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Decision Reference DRN-5651786
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5651786 The complaint Mr P complains that Nationwide Building Society won’t fully reimburse the money he lost as the result of a scam. Mr P has been represented in his complaint by a firm of solicitors. What happened The background to the scam is well known to both parties, so I’ll ... (6 pages)View decision -
Decision Reference DRN-5611487
4 Sep 2025 National House-Building Council UpheldInsuranceDRN-5611487 The complaint Mr W and Miss F have complained about their building warranty provider National House-Building Council regarding claims they’ve made for defects and damage at their new build home. What happened In November 2023 Mr W noticed areas of the property’s driveway we... (4 pages)View decision -
Decision Reference DRN-5797311
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5797311 The complaint Mr E, with the assistance of his representative Ms B, complains about the delays and difficulties he had registering a Lasting Power of Attorney (LPA) with Nationwide Building Society (NBS). What happened I sent the parties a provisional decision in August 2025... (5 pages)View decision -
Decision Reference DRN-5569413
4 Sep 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5569413 The complaint Mrs P complains that Sainsbury’s Bank Plc allowed a transaction to be debited from her credit card despite her Sainsbury’s to stop it. What happened Mrs P’s husband held a motor insurance policy with an insurer I’ll refer to as X – Mrs P was a named driver on t... (2 pages)View decision -
Decision Reference DRN-5797383
4 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5797383 The complaint Miss C complains Barclays Bank UK PLC wouldn’t raise a direct debit guarantee claim for her without providing additional information which was discriminatory. She also complains about the handling of her claim. What happened Miss C has an account with Barclays.... (3 pages)View decision -
Decision Reference DRN-5666516
4 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5666516 The complaint Miss B complains that Advantage Insurance Company Limited recorded incorrect information on a motor insurance database, resulting in enforcement action by the DVLA. Miss B’s policy was sold and administered by a third-party company on Advantage’s behalf and all... (3 pages)View decision -
Decision Reference DRN-5735307
4 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5735307 The complaint Mr A complains that the car he acquired through BMW Financial Services(GB) Limited (“BMW”) wasn’t of satisfactory quality. He says its offer of compensation is insufficient. Mr A is represented in his complaint. For ease of reading, any reference to “Mr A” ref... (4 pages)View decision -
Decision Reference DRN-5797317
4 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5797317 The complaint Mr M complains that Admiral Insurance (Gibraltar) motor insurance claim following the total loss of his vehicle. What happened The following is intended as a summary of key events only. Mr M held a motor insurance policy underwritten by Admiral. He contacted ... (4 pages)View decision -
Decision Reference DRN-5697505
4 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5697505 The complaint Mrs M and Miss M have complained about the way their motor insurer, Watford Insurance Company Europe Limited (‘Watford’) dealt with a claim they made on their policy. The complaint was brought to us by Miss M who is a named driver on the policy so for ease I w... (5 pages)View decision -
Decision Reference DRN-5797357
4 Sep 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5797357 The complaint Mrs C is unhappy that The Co-operative Bank Plc, trading as Smile, charged purchase interest on her credit account. What happened Mrs C had a credit account with Smile and made monthly payments to pay off the full purchase balance accrued that month to avoid i... (3 pages)View decision
