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 375119 results
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Decision Reference DRN-5314565
22 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5314565 The complaint Mr and Mrs S complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to protect their funds when they fell victim to an investment scam. What happened In September 2021, Mr S was looking for an investment opportunity and saw an advert ... (8 pages)View decision -
Decision Reference DRN-5696093
22 Aug 2025 Wakam Not upheldInsuranceDRN-5696093 The complaint Mrs D complains that Wakam maintained its decision to decline a claim under her pet insurance policy despite further veterinary evidence being provided. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes resp... (3 pages)View decision -
Decision Reference DRN-5664364
22 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5664364 The complaint X complains that Barclays Bank UK PLC trading as Barclaycard has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened In June 2024, X went on holiday to Crete. He arranged a vehicle hire and u... (4 pages)View decision -
Decision Reference DRN-5368082
22 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5368082 The complaint Ms R complains that her application to refinance a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services was delayed, which impacted her credit file. What happened In March 2020, Ms R was supplied with a new car through a hir... (3 pages)View decision -
Decision Reference DRN-5712764
22 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5712764 The complaint Mr S has complained about the service received from Legal and General Assurance Society Limited (L&G) when applying for a life insurance policy. What happened The background to this complaint is well known to both parties, so I won’t repeat it again in deta... (2 pages)View decision -
Decision Reference DRN-5746464
22 Aug 2025 Protector Insurance UK Not upheldInsuranceDRN-5746464 The complaint Mrs H has complained about the way Protector Insurance UK dealt with a claim she made following an escape of water at the rental property she owns. Mrs H has been represented in this complaint by her relative, Mr H. References to comments and submissions made ... (2 pages)View decision -
Decision Reference DRN-5589186
22 Aug 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5589186 The complaint Mr V complains thatScottish Equitable Plc trading as Aegon (“Aegon”) failed to complete the transfer of his pension savings, and the payment of a pension commencement lump sum, in a timely manner. What happened Mr V held pension savings with Aegon in a legacy G... (5 pages)View decision -
Decision Reference DRN-5773748
22 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5773748 The complaint Mr M and Ms W have complained that their bank Santander UK Plc (‘Santander’) has refused to refund the money they lost after they fell victims to a cryptocurrency scam. Mr M and Ms W have complained to us through a representative but for ease I will refer to a... (8 pages)View decision -
Decision Reference DRN-5765535
22 Aug 2025 Lendable Ltd Not upheldConsumer CreditDRN-5765535 The complaint Mr T complaints that Lendable Ltd didn’t accept or return a cheque that he sent to them. What happened Mr T had a personal loan with Lendable. On 2 August 2024, Lendable received a cheque in the mail from Mr T for £9,340.61. On 15 August 2024, Lendable emailed ... (3 pages)View decision -
Decision Reference DRN-5254305
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5254305 The complaint Mrs A has complained that her bank, Monzo Bank Ltd (Monzo’), refused to refund money she lost when she fell victim to a scam. Mrs A’s complaint was brought to us through a representative but for ease I will refer to their comments as Mrs A’s. What happened In... (7 pages)View decision
