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-5591795
22 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5591795 The complaint Mr and Mrs H complain that Bank of Scotland plc, trading as Halifax, won’t refund the money they lost when they were the victims of a scam. What happened In May 2024, Mr and Mrs H were looking to buy a lawnmower and found one they were interested in advertised... (4 pages)View decision -
Decision Reference DRN-5576262
22 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5576262 The complaint Mr B complains that Santander UK Plc won’t refund the money he lost when he was the victim of blackmail. What happened In mid-2024, Mr B met a woman online and then met up with her in person several times. But after he didn’t go to a later meeting they had agr... (3 pages)View decision -
Decision Reference DRN-5755307
22 Aug 2025 Nationwide Building Society Not upheldMortgagesDRN-5755307 The complaint Mr D’s complaint relates to his mortgage with Nationwide Building Society. He believes that Nationwide has changed the terms and conditions relating to overpayments without telling him. In addition, he is unhappy with the timescales contained within Nationwide’... (3 pages)View decision -
Decision Reference DRN-5733498
21 Aug 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5733498 The complaint Mr R complains that Halifax Share Dealing Limited, trading as IWeb Share Dealing (‘IWeb’), failed to notify him about a corporate action on his investment. What happened Mr R owns a Hammerson corporate bond; on 27 September 2024, the company issued a Regulator... (4 pages)View decision -
Decision Reference DRN-5622726
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622726 The complaint J, a limited company, complains that Barclays Bank UK PLC won’t refund the money it says it lost in a scam. Mr F, as director of J, is speaking for the company. What happened Over several months in 2022, Mr F made a series of card payments from J’s Barclays bus... (3 pages)View decision -
Decision Reference DRN-5771562
21 Aug 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5771562 The complaint Mrs R has complained about the amount Acromas Insurance Company Limited has paid in settlement of her claim under her car insurance policy. Mrs R is represented by Mr W. What happened The details of this complaint are well known to both parties, so I will not... (2 pages)View decision -
Decision Reference DRN-5771298
21 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5771298 The complaint Mr B complains Ageas Insurance Limited (“Ageas”) hasn’t offered to settle his claim on his motor insurance policy fairly as it hasn’t valued his classic van correctly after it was stolen. All references to Ageas include its agents. I understand Mr B has another... (5 pages)View decision -
Decision Reference DRN-5771500
21 Aug 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5771500 The complaint Mr and Mrs C were unhappy when Tesco Underwriting Limited (“Tesco”) declined their claim, when a valuable watch was stolen from their home. Tesco was providing a home insurance policy. What happened Mr C made a claim when his watch was stolen. Mr C recalled tak... (3 pages)View decision -
Decision Reference DRN-5598236
21 Aug 2025 Zurich Insurance PLC UpheldInsuranceDRN-5598236 The complaint Miss B has complained that Zurich Insurance Plc avoided her motor insurance policy. What happened Miss B took out a policy through a broker, who I’ll refer to as P, with Zurich in October 2020. This policy covered a personal vehicle which belonged to Miss B’s p... (5 pages)View decision -
Decision Reference DRN-5748727
21 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5748727 The complaint Mr C complains about receiving unwanted emails from NewDay Ltd, despite having believed to have opted out of receiving such communications. What happened Mr C holds a credit card with NewDay. In April 2025, he received a number of emails, which included topic... (3 pages)View decision
