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 393318 results
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Decision Reference DRN-5738390
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5738390 The complaint Miss O is unhappy with how Monzo Bank Ltd have reported her loan to the credit reference agencies (CRAs). What happened Miss O took out a loan with Monzo in December 2021 to be repaid over three years. Miss O was due to make a payment to the loan in December ... (3 pages)View decision -
Decision Reference DRN-5593813
30 Sep 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5593813 The complaint Mr and Mrs R complain that Great Lakes Insurance UK Limited refused a request to extend the trip duration on their travel insurance policy. What happened In July 2024 Mr and Mrs R took out an annual multi-trip travel insurance policy which was insured with Gre... (3 pages)View decision -
Decision Reference DRN-5640667
30 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5640667 The complaint Mr K is unhappy HSBC UK Bank Plc (HSBC) reduced the arranged overdraft limit from £5,000 to £200 on his personal current account. What happened Mr K was approved for an arranged overdraft limit of £5,000 in August 2020. On 8 April 2025 Mr K received a letter ... (3 pages)View decision -
Decision Reference DRN-5441544
29 Sep 2025 Amtrust International Underwriters DAC Not upheldInsuranceDRN-5441544 The complaint Mrs M and Mr M complain that AmTrust International Underwriters DAC (“AmTrust”) unfairly declined a claim they made under their new home warranty. What happened Mr and Mrs M purchased a newly built property which was completed in 2016 and came with a 10-year bu... (6 pages)View decision -
Decision Reference DRN-5335266
29 Sep 2025 Freetrade Limited UpheldInvestmentsDRN-5335266 The complaint Mr H complains Freetrade Limited trading as Freetrade didn’t act fairly when shares he held with Freetrade were delisted, leaving him unable to trade the shareholding on any exchange. Mr H complains of a lack of communication and lack of a proactive offer from... (4 pages)View decision -
Decision Reference DRN-5848916
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5848916 The complaint Mr O complains that Barclays Bank UK PLC won’t refund money he has lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them in detail here. Instead, I have briefly summarised. Mr O says he transferred ... (3 pages)View decision -
Decision Reference DRN-5649754
29 Sep 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5649754 The complaint Miss W has complained that Tradex Insurance Company PLC didn’t pay a fair market value for her car when she made a claim under her car insurance policy. All reference to the insurer Tradex in my decision includes it agents. What happened In March 2025 Miss W’s ... (2 pages)View decision -
Decision Reference DRN-5426509
29 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5426509 THE COMPLAINT Mrs N complains that National Westminster Bank Public Limited Company (”NatWest”) will not reimburse her money she says she lost when she fell victim to a scam. Mrs N is represented by Mendelsons Limited (“Mendelsons”) in this matter. However, where appropria... (4 pages)View decision -
Decision Reference DRN-5845798
29 Sep 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5845798 The complaint Miss M complains about Marshmallow Insurance Limited’s handling of a claim on her motor insurance policy. What happened Miss M had a Marshmallow motor insurance policy. In September 2024, she made a claim on her policy after the car’s front bumper was stolen an... (3 pages)View decision -
Decision Reference DRN-5662962
29 Sep 2025 Rathbones Investment Management Limited Not upheldInvestmentsDRN-5662962 The complaint Mr B complains that Rathbones Investment Management Limited failed to make him aware of the costs involved when liquidating his investment portfolio. Mr B would now like Rathbones to refund his dealing charges. What happened In January 2024, Mr B informed Rath... (4 pages)View decision