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-5544932
2 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5544932 The complaint Mrs S complained that Ageas Insurance Limited (Ageas) unfairly declined her claim for storm damage, under her home buildings insurance policy. What happened Mrs S said her roof was damaged on 7 December 2024 during the named storm Darragh. This resulted in rain... (3 pages)View decision -
Decision Reference DRN-5772293
2 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5772293 The complaint A company I will call ‘B’ complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) blocked its account unfairly resulting in a failed direct debit payment. Mr W, a director of B, brings the complaint on behalf of the company. What happened... (3 pages)View decision -
Decision Reference DRN-5762519
2 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5762519 The complaint Mr and Mrs T complain Inter Partner Assistance SA (Inter Partner) has declined to pay their claim in full for their lost baggage under their travel insurance policy. All references to Inter Partner include its agents. What happened Mr and Mrs T took out a trave... (2 pages)View decision -
Decision Reference DRN-5791585
2 Sep 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5791585 The complaint Ms B is unhappy with the car supplied under the conditional sale agreement with Stellantis Financial Services UK Limited (Stellantis). When I refer to what Ms B and Stellantis have said or did, it should also be taken to include things said or done on their be... (6 pages)View decision -
Decision Reference DRN-5768216
2 Sep 2025 Topaz Finance Limited UpheldMortgagesDRN-5768216 The complaint Mr I and Mr S complain that Topaz Finance Limited trading as Siberite Mortgages has unnecessarily prolonged their request for a shortfall sale. They said it has lost documents they sent, and still hasn’t registered a lasting power of attorney for Mr S. What hap... (6 pages)View decision -
Decision Reference DRN-5669094
2 Sep 2025 Nationwide Building Society UpheldMortgagesDRN-5669094 The complaint Mr and Mrs W’s complaint relates to their mortgage held with Nationwide Building Society. They’re unhappy that they’ve been offered higher interest rates than new customers and they say that during the online rate switch application process the rates were chang... (3 pages)View decision -
Decision Reference DRN-5750374
2 Sep 2025 Bank of Scotland Plc UpheldMortgagesDRN-5750374 The complaint Mr B complains that Bank of Scotland plc trading as Birmingham Midshires said he could cancel his new fixed interest rate deal even after it had been applied. But when he asked to change his rate, BM said he’d have to pay higher interest for a month. What happe... (7 pages)View decision -
Decision Reference DRN-5576211
2 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5576211 The complaint Ms A complains Bank of Scotland plc trading as Halifax won’t refund transactions made from an account in her name which she says she didn’t make or authorise. What happened In June 2022, a current account was opened in Ms A’s name with Halifax. Ms A says this ... (3 pages)View decision -
Decision Reference DRN-5790239
2 Sep 2025 Gallium Fund Solutions Limited UpheldInvestmentsDRN-5790239 The complaint Miss K complains about the arrangement of an investment in a property development, “C”. Miss K’s complaint has been brought on her behalf by a professional representative. The key points it has made, in summary, are: • An appointed representative (AR) of Galliu... (18 pages)View decision -
Decision Reference DRN-5791237
2 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5791237 The complaint Your text here What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr V said the following payments were made as a result of scams he fell victim to. Payment Date Transaction type Amount... (4 pages)View decision
