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-5674691
29 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5674691 Complaint Miss D is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn’t do more to help her after she reported a scam. Background In early 2023, Miss D made payments in connection with a university course overseas. She used her NatWest card to ma... (2 pages)View decision -
Decision Reference DRN-5703217
29 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5703217 The complaint Mr and Mrs G, and Ms G, have complained that Aviva Insurance Limited declined a claim they made on a travel insurance policy. As it is Mr G leading on the complaint, for ease, I will mostly just be referring to him in this decision. What happened Mr G and fam... (3 pages)View decision -
Decision Reference DRN-5624006
29 Sep 2025 Santander UK Plc Not upheldInsuranceDRN-5624006 The complaint Ms Y complains that Santander UK Plc (‘Santander’) mis-sold her a home insurance policy. What happened The following is intended as a summary of key events only. Ms Y purchased a home insurance policy from Santander. The policy was underwritten by an insurer ... (2 pages)View decision -
Decision Reference DRN-5793344
29 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5793344 The complaint Mrs W transactions she didn’t authorise. What happened In April 2024, Mrs W contacted Halifax to dispute four transactions she’d seen on her account. The first took place on 14 February and was for £3,064. There were then two monthly subscriptions of £69 for th... (3 pages)View decision -
Decision Reference DRN-5776284
29 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5776284 The complaint A limited company I’ll refer to as N complains that Metro Bank Plc have declined to refund them for losses they incurred through an investment scam. They’d like the funds returned to them. N has appointed professional representatives to manage this complaint, ... (4 pages)View decision -
Decision Reference DRN-5655809
29 Sep 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5655809 The complaint Mr M complains that Haven Insurance Company Limited unfairly cancelled his motor insurance policy. Mr M’s father has helped him to bring this complaint. But, for simplicity, in this decision I will refer to his father’s comments as being Mr M’s. Reference to Ha... (2 pages)View decision -
Decision Reference DRN-5727565
29 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5727565 The complaint Mr and Mrs B are unhappy that Aviva Insurance Limited has maintained its decision to decline the claim for unused accommodation costs under a travel insurance policy (‘the policy’). What happened Mr and Mrs B cancelled a holiday due to Mrs B injuring her arm. ... (3 pages)View decision -
Decision Reference DRN-5686689
29 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5686689 The complaint Mr C has complained that Starling Bank Limited (“Starling”) gave him inconsistent information regarding his disputed transaction claim. What happened On 1 May 2025, Mr C contacted Starling as he noticed a transaction for £9 appear on his account that he didn’t ... (2 pages)View decision -
Decision Reference DRN-5754846
29 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5754846 The complaint Mr and Mrs T complain that Aviva Life and Pensions UK Limited (Aviva) treated them unfairly when it wouldn’t allow them to alter the terms of their life assurance policy. What happened The background to this complaint is well known to all parties so I’ll just ... (3 pages)View decision -
Decision Reference DRN-5735393
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5735393 The complaint Mr Z complained because HSBC UK Bank plc refused to refund him for transactions which he said he hadn’t authorised. What happened In late March 2025, Mr Z contacted HSBC to dispute three transactions which had debited his account. These were: 23 March at 16.5... (4 pages)View decision