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 381196 results
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Decision Reference DRN-5892611
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5892611 The complaint Miss S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to properly assist her in the recovery of funds. What happened Miss S explained she used her NatWest account to send two payments of £500 to her parents who each had separ... (4 pages)View decision -
Decision Reference DRN-5892786
20 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5892786 The complaint Mr M has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (trading as Ulster Bank) won’t refund the money he lost after falling victim to a scam. What happened In 2019, Mr M was looking to invest and found a cryptocurrency trading platform throu... (4 pages)View decision -
Decision Reference DRN-5882367
20 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5882367 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. Mr S has been represented during the claim and complaint process by Miss N. For ease of reference, I will refer to any co... (4 pages)View decision -
Decision Reference DRN-5676854
20 Oct 2025 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-5676854 The complaint Mrs W’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mrs W says C&G treated her unfairly. What happened The details of this complaint are well known t... (2 pages)View decision -
Decision Reference DRN-5892177
20 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5892177 The complaint A company that I will refer to as L, complains that HSBC Uk Bank Plc blocked its account which led to an order being cancelled and financial loss. Mr W, a director of, brings the complaint on behalf of L. What happened The facts of the complaint are well know... (4 pages)View decision -
Decision Reference DRN-5886207
20 Oct 2025 Pepper (UK) Limited UpheldMortgagesDRN-5886207 The complaint Miss F complains about her mortgage, currently with Pepper (UK) Limited trading as Engage Credit. She’s unhappy with the interest rate, the balance, and fees and charges added to the loan. She believes she’s a mortgage prisoner. What happened Miss F took out a ... (13 pages)View decision -
Decision Reference DRN-5881614
20 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5881614 The complaint Mr W complains that Santander UK Plc (‘Santander’) haven’t sent him credit card statements since his account was blocked in November 2022, and he’s been unable to manage his account online. Mr W wants his account to be closed. He’d like Santander to issue a for... (2 pages)View decision -
Decision Reference DRN-5845085
20 Oct 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5845085 The complaint Mr and Ms G complain that The Mortgage Works (UK) Plc (TMW) refused them a buy to let mortgage and reported Mr G to a fraud prevention database. Mr G complains about the marker reported about him, and they both complain about the increased cost of the mortgage ... (4 pages)View decision -
Decision Reference DRN-5735855
20 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5735855 The complaint D – a limited company – is complaining about the amount Aviva Insurance Limited has paid to settle a claim it made on its commercial property insurance policy. What happened In December 2023 a property D owned and rented out was burgled. Access was gained throu... (3 pages)View decision -
Decision Reference DRN-5860539
20 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5860539 The complaint Ms G and Mr M complain about the amount Admiral Insurance (Gibraltar) Limited (Admiral) has paid to settle a claim they made under their travel insurance policy. This complaint has been raised by both Ms G and Mr M, but as Mr M is the policyholder, and for ease... (3 pages)View decision
