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-5825627
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5825627 The complaint Mr T complains that National Westminster Bank Public Limited Company (“NatWest”) did not support him to manage his gambling addiction. He says this enabled him to spend uncontrollably, which has caused him financial loss and distress as well as a deterioration ... (3 pages)View decision -
Decision Reference DRN-5926447
6 Nov 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5926447 The complaint Mrs A complains about the way that Marsh Finance Limited trading as Marsh Finance Ltd administered her account. What happened Mrs A has a car finance agreement. After her lender went into administration, Marsh Finance was appointed to manage Mrs A’s account. Mr... (2 pages)View decision -
Decision Reference DRN-4785742
6 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4785742 The complaint M complains HSBC UK Bank Plc won’t reimburse £75,000 it lost to an investment opportunity that it now considers to be an Authorised Push Payment (APP) scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some ... (8 pages)View decision -
Decision Reference DRN-5932890
6 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5932890 The complaint Ms K complained that Inter Partner Assistance SA (IPA) set up a continuous payment authority (CPA) without consent after she took out a travel insurance policy. What happened Ms K took out a travel insurance policy through a broker with IPA in December 2024. Wh... (3 pages)View decision -
Decision Reference DRN-5817347
6 Nov 2025 Lloyds Bank PLC Not upheldInsuranceDRN-5817347 The complaint Mr B complains, on behalf of a limited company called M (in his position as director), that Lloyds Bank PLC mis-sold two protection policies. He says misleading advice was given and he was pressured into taking out the policies. He also says the cover was unsui... (9 pages)View decision -
Decision Reference DRN-5607474
6 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5607474 The complaint Mr C complains Lloyds Bank PLC repeatedly blocked payments he wanted to make – without logic or common sense – causing him considerable frustration. What happened Mr C has an account with Lloyds Bank and has done so for over 50 years. Mr C says Lloyds Bank bloc... (2 pages)View decision -
Decision Reference DRN-5845182
6 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5845182 The complaint Mr B and Miss H complain about how Lloyds Bank General Insurance Limited (“Lloyds”) handled a claim they made on their home insurance policy. Mr B has acted as the main representative during the claim and complaint process. So, for ease of reference, I will re... (4 pages)View decision -
Decision Reference DRN-5933155
6 Nov 2025 J D Williams & Company Limited UpheldConsumer CreditDRN-5933155 The complaint Mr W complains about a credit account he applied for with JD Williams & Company Limited trading as Ambrose Wilson (‘AW’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflec... (4 pages)View decision -
Decision Reference DRN-5916734
6 Nov 2025 Extracover Limited UpheldInsuranceDRN-5916734 The complaint Mr B has complained that Extracover Limited failed to automatically renew his van insurance policy despite it telling him it would do so. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts... (2 pages)View decision -
Decision Reference DRN-5659819
6 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5659819 The complaint Miss T complains about Santander UK Plc. She would like Santander to pay her more compensation for the service it provided to her when she fell victim to a scam. What happened In November 2024, Miss T made a credit card payment of £760 to what she believed wa... (2 pages)View decision