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 382298 results
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Decision Reference DRN-5186962
18 Jun 2025 Society of Lloyd's UpheldInsuranceDRN-5186962 The complaint Mr and Mr R complain Society of Lloyd’s unfairly declined their holiday home insurance claim. The insurance policy is provided by a syndicate at Society of Lloyd’s. For simplicity, I refer to the syndicate and Society of Lloyds simply as ‘Lloyd’s. For the same... (7 pages)View decision -
Decision Reference DRN-5407846
18 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5407846 The complaint Miss A complained that Royal & Sun Alliance Insurance Limited’s (“RSA”) failed to remove asbestos from her home properly resulting in parts of it being unusable over an extended period. This followed a claim for an escape of water under her home buildings i... (3 pages)View decision -
Decision Reference DRN-4922355
18 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4922355 The complaint Miss O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) have failed to refund money that Miss O lost as part of a scam. What happened Miss O met someone on a social media site who was actually a scammer that I will call B. B said that... (3 pages)View decision -
Decision Reference DRN-5484374
18 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5484374 The complaint Mr C has complained The Royal Bank of Scotland plc won’t refund him for a cash machine withdrawal that wasn’t successfully completed. What happened In both January and February 2024 Mr C used a cash machine within a branch of a bank where he also held an accoun... (3 pages)View decision -
Decision Reference DRN-5312361
18 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5312361 The complaint Mr L complains American Express Services Europe Limited didn’t do enough to help get a refund for a transaction made on his credit card. What happened In July 2024, Mr L booked a hire car for a trip abroad, paying with his American Express credit card. Mr L bo... (4 pages)View decision -
Decision Reference DRN-5268513
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5268513 The complaint Ms B complains Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to an investment ( ) ) What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events &... (4 pages)View decision -
Decision Reference DRN-5497182
18 Jun 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5497182 The complaint A limited company, which I’ll refer to as G, complains that Barclays Bank Plc trading as Barclaycard unfairly deprived it of the proceeds of AMEX charge card transactions over a 13 month period. G estimates its lost AMEX proceeds to be around £14,000 and it wou... (3 pages)View decision -
Decision Reference DRN-5601311
18 Jun 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5601311 The complaint Mr C has complained that Advantage Insurance Company Limited repaired his car under his motor policy following theft and malicious damage, without his consent. He said he wanted the car written off or to be allowed to have it repaired by his own repairers. Mr ... (6 pages)View decision -
Decision Reference DRN-5183840
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5183840 Complaint Mr R is unhappy that Halifax didn't reimburse him after he told it he'd fallen victim to a scam. He has brought this complaint with the assistance of a professional representative. For simplicity's sake, I've generally referred to Mr R in the te... (3 pages)View decision -
Decision Reference DRN-5404912
18 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5404912 The complaint Mr F and Mrs N complained about Ageas Insurance Limited’s (“Ageas”) poor claim handling and substandard repairs, following a claim involving a damaged shower under their home buildings insurance policy. I’ll refer to Mr F in my decision for ease. What happened ... (3 pages)View decision
