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-5704184
14 Oct 2025 Hastings Insurance Services Limited Not upheldInsuranceDRN-5704184 The complaint Mr C and Mrs W complain about Hastings Insurance Services Limited’s (“Hastings”) refusal to delete their personal data after they tried to obtain a quote for a car insurance policy. Mrs W has acted as the main representative during the complaint process. So, f... (3 pages)View decision -
Decision Reference DRN-5832435
14 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5832435 The complaint Mrs H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t protect her from an investment scam. Mrs H is being supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs H in this decision. What happe... (6 pages)View decision -
Decision Reference DRN-5749063
14 Oct 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5749063 The complaint Ms M’s complaint is about a claim she made on her ARAG Legal Expenses Insurance Company Limited (‘ARAG’), which was declined. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here, Instead I’ll focus on gi... (2 pages)View decision -
Decision Reference DRN-5798944
14 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5798944 The complaint Mrs G is unhappy with how UK Insurance (UKI) handled her car insurance claim. She thinks UKI should apply its uninsured driver promise and refund her policy excess. What happened Mrs G was involved in an accident when her car was hit by a trailer lorry. She s... (3 pages)View decision -
Decision Reference DRN-5869819
14 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5869819 The complaint Mr O complains that Bank of Scotland plc trading as Halifax allowed the joint borrower to take a new fixed interest rate on his mortgage without his consent. What happened Mr O has a mortgage with Halifax. It’s a joint mortgage, in the names of him and his form... (3 pages)View decision -
Decision Reference DRN-5747557
14 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5747557 The complaint Mr G complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and their handling of the claim he made on his motor insurance policy, following a non-fault road traffic accident. What happened The claim and complaint circumstances are well known to both par... (4 pages)View decision -
Decision Reference DRN-5560100
14 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5560100 The complaint Mr M complains that Wise Payments Limited won’t refund the full amount of money he says he lost to a scam. What happened Mr M complains Wise won’t reimburse several payments that he lost when he paid for a website to be made that he says wasn’t of satisfactory ... (2 pages)View decision -
Decision Reference DRN-5760013
14 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5760013 The complaint A company, which I’ll refer to as E, complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds it lost when it fell victim to a scam. Mr M, who is the sole director of E, brings the complaint on E’s behalf. What happened Mr M says that he was introduced... (2 pages)View decision -
Decision Reference DRN-5861051
14 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5861051 The complaint Mrs M’s attorneys complain on her behalf that TSB Bank plc mis-sold a savings account and failed to provide sufficient notice regarding the maturity date of the account resulting in lost interest. What happened Mrs M’s attorneys attended a branch of TSB and op... (3 pages)View decision -
Decision Reference DRN-5777102
14 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5777102 The complaint Mr M complains that Barclays Bank UK PLC (“Barclays”) didn’t clearly explain that cash withdrawals from ATM’s located within casinos didn’t form part of the gambling block resulting in him being able to withdraw £300 in cash which he subsequently lost gambling.... (3 pages)View decision