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 392389 results
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Decision Reference DRN-5943649
12 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5943649 The complaint Mr C complains Santander UK Plc’s app is misleading and he thought he was receiving interest on his account when he wasn’t. What happened Mr C holds two Santander 1|2|3 accounts and both were earning 2% interest on the balances. A direct debit on one of the a... (3 pages)View decision -
Decision Reference DRN-5843549
12 Nov 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5843549 The complaint Mr G is unhappy with the communication from Casualty & General Insurance Company (Europe) Ltd (CGI) about the renewal of his lifetime pet insurance policy, and the increase in the cost of this policy. What happened Mr G took out pet insurance with CGI in M... (3 pages)View decision -
Decision Reference DRN-5597595
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5597595 The complaint Mr O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) will not reimburse funds he said he lost to a scam. Mr O is represented by a firm, but for ease I have only referred to Mr O in this decision. What happened Mr O said a friend introd... (3 pages)View decision -
Decision Reference DRN-5728812
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5728812 The complaint Ms H, who is represented, complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse a loss she says she suffered from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below... (3 pages)View decision -
Decision Reference DRN-5797789
12 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5797789 The complaint Miss G complains Clydesdale Bank Plc trading as Virgin Money (“Clydesdale”) has treated her unfairly in relation to a claim she brought under Section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Miss G was in Jamaica in July 2021 when she says she ... (4 pages)View decision -
Decision Reference DRN-5738444
12 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5738444 The complaint Miss L and Mr S complain that AXA Insurance UK Plc (“AXA”) unfairly increased the premiums for their home insurance policy without providing a sufficient explanation. Mr S has acted as the main representative during the claim and complaint process. So, for eas... (3 pages)View decision -
Decision Reference DRN-5931671
12 Nov 2025 Vitality Life Limited UpheldInsuranceDRN-5931671 The complaint Mr C is unhappy that Vitality Life Limited (‘Vitality’) cancelled two personal protection policies (which included life cover and cover for serious illness) – ‘the policies’ - after inception. What happened The details of this complaint are well known to both ... (4 pages)View decision -
Decision Reference DRN-5572526
12 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5572526 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse funds he said he lost to a scam. Mr O is represented by a firm, for ease I have only referred to Mr O in this decision. What happened The details of this complaint are well known to both parties so I won’t rep... (2 pages)View decision -
Decision Reference DRN-5850873
12 Nov 2025 CIGNA Life Insurance Company of Europe SA-NV UpheldInsuranceDRN-5850873 The complaint Ms C complains about the way CIGNA Life Insurance Company of Europe SA-NV handled her medical assistance claim. What happened As both sides are familiar with this complaint and the investigator before me has already set out the background to it in some detail, ... (3 pages)View decision -
Decision Reference DRN-5651861
12 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5651861 The complaint Mr O, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In May 2023, Mr O acquired a used car financed by a conditional sal... (2 pages)View decision