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 369228 results
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Decision Reference DRN-5541449
19 Jun 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5541449 The complaint Mr K complains about damage caused by engineers sent by Domestic & General Insurance plc to repair, and later replace, his faulty washing machine. What happened Mr K had a policy with D&G which covered repairs to his washing machine. In November 2024 Mr... (3 pages)View decision -
Decision Reference DRN-5535451
19 Jun 2025 Western Provident Association Limited Not upheldInsuranceDRN-5535451 The complaint Mrs K complains that Western Provident Association Limited (“WPA”) declined her claim under a private health insurance policy. What happened Mrs K has a representative on the complaint. For ease of reading, I’ve only referred to Mrs K in my decision. Any refer... (4 pages)View decision -
Decision Reference DRN-5617268
19 Jun 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5617268 The complaint Miss K complains that Skipton Building Society (“Skipton”) failed to take any action to ensure her ISA on maturity received the best available rate on offer. Miss K believes Skipton’s maturity process is designed to make it more difficult to achieve a good outc... (5 pages)View decision -
Decision Reference DRN-5593033
19 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5593033 The complaint Miss M complains that Wise Payments Limited won’t refund payments she made as a result of a scam. What happened Miss M was the victim of a job scam involving the following payments from her newly opened Wise account: Ref Date Description Amount 1 26 August 2023... (3 pages)View decision -
Decision Reference DRN-5593028
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5593028 The complaint Miss M complains that Bank of Scotland plc won’t refund payments she made as a result of a scam. What happened Miss M was the victim of a job scam involving the following payments from her Bank of Scotland account: Ref Date Description Amount 1 25 August 2023 P... (3 pages)View decision -
Decision Reference DRN-5627118
19 Jun 2025 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-5627118 The complaint Ms X’s complaint is about a joint mortgage endowment policy she held with Aviva Life & Pensions UK Limited. She is unhappy that Aviva allowed her ex-husband to ‘fraudulently’ claim the entire maturity value in 2019, due to what she considers is Aviva’s lack... (4 pages)View decision -
Decision Reference DRN-5634805
19 Jun 2025 Travelers Insurance Company Limited UpheldInsuranceDRN-5634805 The complaint Mr J complains that Travelers Insurance Company Limited (‘Travelers’) declined a claim he made on his Narrowboats and Inland Craft insurance policy in addition to retaining his premium. What happened In March 2024 Mr J contacted Travelers to make a claim after... (3 pages)View decision -
Decision Reference DRN-5403581
19 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5403581 The complaint Mr L complains HSBC UK Bank Plc didn’t do enough to help get a refund for a purchase made on his debit card. What happened In September 2024, Mr L booked a holiday, paying with his HSBC debit card. While on the holiday in November 2024, Mr L found the hotel to... (3 pages)View decision -
Decision Reference DRN-5634661
19 Jun 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5634661 The complaint Mrs J is unhappy with Frasers Group Financial Services Limited, trading as Studio (Frasers) because she says they did not correctly adjust the balance on her running credit account when a refund was applied to the account. Mrs J is represented in this matter b... (5 pages)View decision -
Decision Reference DRN-5415539
19 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5415539 The complaint Mr D complains that National Westminster Bank Public Limited Company (NatWest) failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both p... (2 pages)View decision
