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 368546 results
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Decision Reference DRN-5417558
24 Jun 2025 Keighley Broking Services Limited UpheldInsuranceDRN-5417558 The complaint Mr A complains in his capacity as director of a limited company, (which I’ll refer to as “S”), that Keighley Broking Services Limited trading as Coversure (“Coversure”) made a misrepresentation to an insurer on behalf of S when it arranged S’s building insuranc... (4 pages)View decision -
Decision Reference DRN-5639979
24 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5639979 The complaint Mr M complains that Santander UK Plc didn’t do enough to protect him from a scam, or to help him recover the money once he had reported the scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here.... (3 pages)View decision -
Decision Reference DRN-5333076
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5333076 The complaint Mr E has complained that Nationwide Building Society (NBS) treated him unfairly as a customer during several phone calls, some of which were terminated. Mr E is also unhappy that NBS decided to close his accounts. As a result, Mr E feels he’s been a victim of d... (5 pages)View decision -
Decision Reference DRN-5333173
24 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5333173 The complaint Mr E was unhappy because Nationwide Building Society (NBS) changed its lending criteria and didn’t inform him. Mr E says NBS ought to have informed him as he’s a vulnerable adult, and NBS were aware of this. What happened Mr E is a long-standing customer with ... (6 pages)View decision -
Decision Reference DRN-5634290
24 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5634290 The complaint Mr G complains that Lloyds Bank PLC won’t meet his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened On 24 March 2024 Mr G bought a mobile phone from a private seller, through eBay. The phone’s description included “unlocked”.... (5 pages)View decision -
Decision Reference DRN-5469594
24 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5469594 The complaint Mr I is unhappy with National Westminster Bank Plc. Mr I made an international payment for approximately £10,000 to a family member abroad to deal with a family emergency. What happened Mr I made the payment on 13 January 2025. It was expected to arrive on 15 ... (3 pages)View decision -
Decision Reference DRN-5091705
24 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5091705 THE COMPLAINT Mrs F holds/held an account with Barclays Bank UK PLC. Mrs F’s complaint is about Barclays’s refusal to reimburse her money she says she lost due to a scam. Mrs F is represented by Wealth Recovery Solicitors (“WRS”) in this matter. However, where appropriate,... (5 pages)View decision -
Decision Reference DRN-5623180
24 Jun 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5623180 The complaint Mrs K has complained about the way that Great Lakes Insurance SE has handled a claim she made on a travel insurance policy. Mrs K has been represented by her son in making this complaint. However, for ease, I will just be referring to Mrs K in this decision. ... (2 pages)View decision -
Decision Reference DRN-5447641
24 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5447641 The complaint Mr M complains that HSBC Bank Plc (HSBC) have not completed an international transfer as he requested. He says the beneficiary has not received the funds. What happened In June 2024, Mr M used his HSBC bank account to make a payment of £4,000 to a business in T... (2 pages)View decision -
Decision Reference DRN-5515588
24 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5515588 The complaint Ms A and Mr A are unhappy with Aviva Insurance Limited’s decision not to cover Mr A’s treatment costs. What happened Ms A had private medical cover through her previous employer. She added her son, Mr A, to the policy. Ms A made a claim for Mr A’s treatment, se... (2 pages)View decision
