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-5875038
31 Oct 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5875038 The complaint Mr P is not happy that a loan application he made with Barclays Bank UK PLC trading as Tesco Bank (Tesco) was declined. Mr P believes he was declined because of his age. What happened Mr P explained that when he applied for a loan with Tesco, the application wa... (2 pages)View decision -
Decision Reference DRN-5846989
31 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5846989 The complaint Mr B complains that National Westminster Bank Public Limited Company (“NatWest”) failed to pay him a cash incentive for switching his bank account to it. What happened Mr B had a bank account with a high street bank and switched this to a NatWest account in Ma... (2 pages)View decision -
Decision Reference DRN-5371522
31 Oct 2025 Payment Assist Ltd Not upheldConsumer CreditDRN-5371522 The complaint Mrs O has complained about the way Payment Assist Limited treated her in relation to a credit agreement. What happened The circumstances of the complaint are well known to the parties, so I’m not going to go over everything again in detail. But, to summarise, ... (4 pages)View decision -
Decision Reference DRN-5710536
31 Oct 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5710536 The complaint Mrs C complained about Acromas Insurance Company Limited’s valuation of her car under her motor insurance policy. What happened After Mrs C’s car was damaged in an accident, Acromas decided that it was uneconomical to repair. They considered four motor trade v... (2 pages)View decision -
Decision Reference DRN-5896751
31 Oct 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5896751 The complaint Mr and Mrs F have complained about their let property insurer AmTrust Specialty Limited because it declined their claim for storm damage. They also report poor service, with a related, promised compensation payment not made. Mr F has been the main contact on t... (4 pages)View decision -
Decision Reference DRN-5809748
31 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5809748 The complaint Ms L complains that Aviva Life & Pensions UK Limited (“Aviva”) has deliberately obstructed her attempts to take a pension commencement lump sum (“PCLS” – otherwise known as tax-free cash) from her pension savings. What happened Ms L holds pension savings wi... (3 pages)View decision -
Decision Reference DRN-5868042
31 Oct 2025 Central Trust Limited Not upheldMortgagesDRN-5868042 The complaint Mr H has complained about a second charge mortgage (secured loan) he held with Central Trust Limited. He’s said the lending was irresponsible. What happened Mr H took his loan out in 2021. The mortgage offer issued in August 2021 showed he borrowed £21,750 plus... (3 pages)View decision -
Decision Reference DRN-5915491
31 Oct 2025 W Todd & Son Limited UpheldInsuranceDRN-5915491 The complaint P complains about W Todd & Son Limited trading as Todd Insurance Brokers (“WTS”) and the delays he experienced in cancelling his motor trade insurance policy and then receiving sufficient proof of his no claims bonus (“NCB”) to provide to his new broker. P’... (6 pages)View decision -
Decision Reference DRN-5888729
31 Oct 2025 The New India Assurance Company Limited Not upheldInsuranceDRN-5888729 The complaint A limited company, which I will refer to as E, complains about the decline of its commercial property insurance claim by The New India Assurance Company Limited. What happened The following is intended only as a summary of the events. Additionally, although oth... (3 pages)View decision -
Decision Reference DRN-5915019
31 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5915019 The complaint Miss D complained that Admiral Insurance (Gibraltar) Limited would not pay for all her car’s repairs under her motor insurance policy. What happened Miss D’s car was damaged in an incident while parked. Admiral paid for some of its repair costs, but not for par... (3 pages)View decision