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-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 -
Decision Reference DRN-5718464
17 Oct 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5718464 The complaint Ms A complains that Frasers Group Financial Services Limited trading as Studio (“Frasers”) is holding her liable for the cost of goods under her catalogue shopping account which she says she never received. Ms A is also unhappy about the impact this may have on... (3 pages)View decision -
Decision Reference DRN-5780483
17 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5780483 The complaint Mr C complains HSBC UK Bank Plc incorrectly terminated his credit card account and recorded a default with the credit reference agencies (CRAs). What happened The background to this complaint is well known to both parties, so I won’t repeat it at length here. ... (3 pages)View decision -
Decision Reference DRN-5749689
17 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5749689 The complaint Mr N complains that Aviva Life & Pensions UK Limited (“Aviva”) treated him unfairly when he wished to make a one-off contribution to his pension savings. What happened Mr N holds pension savings with Aviva. His pension plan receives contributions made by hi... (3 pages)View decision -
Decision Reference DRN-5791340
17 Oct 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5791340 The complaint Mr O complains that Marshmallow Insurance Limited (Marshmallow) cancelled his motor insurance policy without notice following an incident which led to a claim. References to Marshmallow include other organisations and individuals acting on its behalf. What happ... (4 pages)View decision -
Decision Reference DRN-5864005
17 Oct 2025 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-5864005 The complaint Mrs A complains that The Royal Bank of Scotland Plc (RBS) was irresponsible in its lending to her. What happened Mrs A was provided with two loans by RBS, the details are set out below. LoanDate Amount Term Monthly repayments 1 February 2024 £25,000 60 months £... (5 pages)View decision -
Decision Reference DRN-5855732
17 Oct 2025 One Sure Insurance Limited UpheldInsuranceDRN-5855732 The complaint Mr P complained that One Sure Insurance Limited took money from his bank account without notice. What happened Mr P took out a commercial motor insurance policy through One Sure. However, due to Mr P not responding to validation requests, the policy was cancell... (2 pages)View decision