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 381194 results
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Decision Reference DRN-5520631
9 Jun 2025 Pinnacle Insurance Limited UpheldInsuranceDRN-5520631 The complaint Ms H is unhappy Pinnacle Insurance Limited turned down a claim she made on her pet insurance policy. What happened In July 2024 Ms H’s dog (H) was referred to a behavioural therapist as he’d growled at another dog when at the vet’s for a pre-op check. The vet n... (4 pages)View decision -
Decision Reference DRN-5507567
9 Jun 2025 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-5507567 The complaint Mr U is unhappy that Home Retail Group Card Services Limited, trading as Argos Card, have reported missed payments to his credit file. What happened Mr U had a credit account with Argos which required him to make at least the contractually required minimum paym... (2 pages)View decision -
Decision Reference DRN-5584210
9 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5584210 The complaint Mr M complains Aviva Insurance Limited (Aviva) declined the claim he made under his home insurance policy following a storm. What happened The details of this complaint will be well known to both parties and so I’ve summarised events. In January 2024 Mr M repor... (3 pages)View decision -
Decision Reference DRN-5415996
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5415996 The complaint Mr S complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY didn’t treat him fairly when he raised a dispute and that its response was rude and unprofessional. What happened Mr S has a credit card account with NatWest. Mr S raised a dispute with NatWest on ... (2 pages)View decision -
Decision Reference DRN-5488582
9 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5488582 The complaint Mr S complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly declined to settle his claim on his motor insurance policy. Admiral are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the intermediary. A... (3 pages)View decision -
Decision Reference DRN-5583203
9 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5583203 The complaint Mr L is unhappy with Bank of Scotland plc trading as Birmingham Midshires (BM Savings). Mr L opened a telephone saver account with BM in 2015. Recently he made contact with BM to find out what had happened to his account and the money invested. BM told Mr B it ... (3 pages)View decision -
Decision Reference DRN-5599273
9 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5599273 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) was unable to transfer £445,000 from his Barclays account to his US account, using a ‘For Further Credit’ payment process. Mr M said that, as the GBP/USD exchange had moved against him, he received sub... (6 pages)View decision -
Decision Reference DRN-5206974
9 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5206974 The complaint Mr K is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. Mr K is represented by a third-party claims firm, but I will refer to Mr K here. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (4 pages)View decision -
Decision Reference DRN-5611474
9 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5611474 The complaint Ms K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund all the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. Payment 1 16 Janua... (3 pages)View decision -
Decision Reference DRN-5122077
9 Jun 2025 Quilter Investment Platform Limited UpheldInvestmentsDRN-5122077 The complaint Mr T complains Quilter Investment Platform Limited (‘Quilter’) gave him information about his investments that was delayed and inaccurate. What happened Mr T had an investment portfolio which was held on Quilter’s investment platform on an execution-only basis.... (4 pages)View decision
