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-5732657
5 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5732657 The complaint A limited company, which I’ll refer to as ‘B’, complains that National Westminster Bank Public Limited Company (“NatWest”) defaulted its Bounce Back Loan (“BBL”) for non-payment. B’s complaint is brought to this service by its director, whom I’ll refer to as ‘M... (3 pages)View decision -
Decision Reference DRN-5860808
5 Nov 2025 Great Lakes Insurance UK Limited UpheldInsuranceDRN-5860808 The complaint Mrs M and the estate of Mr M are unhappy that Great Lakes Insurance UK Limited hasn’t paid (in full) a claim made under a travel insurance policy (‘the policy’). They’re also unhappy with the way the claim was handled and the assistance received whilst abroad. ... (7 pages)View decision -
Decision Reference DRN-5870667
5 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5870667 The complaint Mr and Mrs W complain about how Zurich Insurance Company Ltd dealt with a claim against a personal accident and business travel insurance policy. Reference to Zurich includes its agents. Mr W has led the claim and complaint but I’ll refer to both Mr and Mrs W. ... (3 pages)View decision -
Decision Reference DRN-5825599
5 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5825599 The complaint Mrs H complains Barclays Bank UK PLC won’t refund the money she lost to what she believes was an investment scam. In bringing this complaint Mrs H is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this ... (6 pages)View decision -
Decision Reference DRN-5669643
5 Nov 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5669643 The complaint Miss D complained about the way Telefonica UK Limited trading as O2 (“O2”) dealt with a repair for a phone she bought through a fixed sum loan agreement with it. What happened The circumstances of the complaint are well known to the parties, so I’m not going t... (3 pages)View decision -
Decision Reference DRN-5622992
5 Nov 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5622992 The complaint Mr and Mrs D complain about the way Admiral Insurance (Gibraltar) Limited handled the claim they made under their home emergency insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events... (2 pages)View decision -
Decision Reference DRN-5825497
5 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5825497 The complaint Mrs H complains TSB Bank plc won’t refund the money she lost to what she believes was an investment scam. In bringing this complaint Mrs H is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this complain... (6 pages)View decision -
Decision Reference DRN-5868277
5 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5868277 The complaint Miss M complains about how Bank of Scotland plc trading as Halifax dealt with a Direct Debit dispute. What happened Miss M says her energy provider, a business I will call “S”, took £2,000 from her Halifax account via a direct debit in May 2025. She says an ind... (2 pages)View decision -
Decision Reference DRN-5825247
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5825247 The complaint Mrs H complains Lloyds Bank PLC won’t refund the money she lost to what she believes was an investment scam. In bringing this complaint Mrs H is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this compl... (6 pages)View decision -
Decision Reference DRN-5657442
5 Nov 2025 Bank of London and The Middle East plc Not upheldBanking and PaymentsDRN-5657442 The complaint Mr M complains that Bank of London and The Middle East plc (“Nomo”) restricted and then closed his accounts without notice and without telling him why. What happened In March 2025 Nomo contacted Mr M to ask him about some payments which he had received. He expl... (2 pages)View decision