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 380824 results
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Decision Reference DRN-5835978
17 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5835978 The complaint Ms H has complained that Lloyds Bank General Insurance Limited (LBGI) unfairly voided her home insurance policy (treated it as though it had never been in place) and declined her claim for theft. What happened Ms H had a policy with LBGI whilst living at a pre... (2 pages)View decision -
Decision Reference DRN-5883437
17 Oct 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5883437 The complaint Mrs G complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on her pet insurance policy and said the policy was void. What happened Mrs G took out pet insurance for her dog, which is underwritten by Casualty & General. Her do... (3 pages)View decision -
Decision Reference DRN-5752065
17 Oct 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5752065 The complaint Mr V complains that eToro (UK) Ltd (“eToro”) won’t let him withdraw money from his account without incurring currency exchange costs. What happened Mr V had an investment account with eToro. It’s common ground that the account was denominated in USD. In early ... (3 pages)View decision -
Decision Reference DRN-5849015
17 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5849015 The complaint Ms G complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction paid on her debit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. In summary, in September 2024, Ms G... (3 pages)View decision -
Decision Reference DRN-5810294
17 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5810294 The complaint Mr A and Ms H have complained about their let property insurer Admiral Insurance (Gibraltar) Limited regarding a claim they made to it for subsidence. During the claim and complaint, Mr A has been the main correspondent. For ease of reading, in the body of my ... (4 pages)View decision -
Decision Reference DRN-5646307
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5646307 The complaint Mrs A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund her the amount she says she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what h... (3 pages)View decision -
Decision Reference DRN-5738933
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5738933 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) allowed gambling transactions to go through on his credit card. What happened Mr H holds a credit card with NatWest. In April 2025, he complained to NatWest saying they processed o... (2 pages)View decision -
Decision Reference DRN-5430664
17 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5430664 The complaint Miss A complains that Bank of Scotland plc, trading as Halifax, won’t refund money she says she lost to an investment scam. Miss A is professionally represented, however, to keep things simple, I’ll refer to Miss A throughout my decision. What happened The deta... (2 pages)View decision -
Decision Reference DRN-5741151
17 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5741151 The complaint Mr C complains about the response of British Gas Insurance Limited (‘British Gas’) to a claim he made on his ‘home care’ policy. Mr C also complains about the policy sold to him. Much of Mr C’s dissatisfaction is related to the actions of agents acting on behal... (4 pages)View decision -
Decision Reference DRN-5720241
17 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5720241 The complaint Mr M complains that Aviva Insurance Limited hasn’t met its obligations when dealing with a claim under his motor legal expenses insurance policy. Where I refer to Aviva, this includes the actions of its agents and claims handlers for which it takes responsibil... (2 pages)View decision
