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-5834354
26 Sep 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5834354 The complaint Mr and Mrs N complain because Red Sands Insurance Company (Europe) Limited hasn’t paid a claim under their travel insurance policy. All references to Red Sands include the agents appointed to handle claims and complaints on its behalf. What happened Mr and Mrs ... (3 pages)View decision -
Decision Reference DRN-5693877
26 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5693877 The complaint A limited company, that I will call F, has complained about the service provided in relation to his business insurance policy with AXA Insurance UK Plc. AXA is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the ... (2 pages)View decision -
Decision Reference DRN-5497667
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5497667 The complaint Mr J complains that NATIONAL WESTMINSTER BANK PUBPLIC LIMITED COMPANY (‘NatWest’) won’t reimburse the funds he lost when he says he was the victim of a scam. What happened Mr J says that he made the payments in the table below to a company I’ll call H for an in... (3 pages)View decision -
Decision Reference DRN-5579700
26 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5579700 The complaint Mr R complains that Vanquis Bank Limited irresponsibly lent to him. Mr R is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R himself. W... (2 pages)View decision -
Decision Reference DRN-5480642
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5480642 The complaint Mrs S complains that National Westminster Bank Public Limited Company didn’t do enough to help when she lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of th... (2 pages)View decision -
Decision Reference DRN-5674729
26 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5674729 The complaint Mr R complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. Mr R referred his complaint to this service with the help of a professional representative. Howe... (6 pages)View decision -
Decision Reference DRN-5818741
26 Sep 2025 Plus500UK Ltd Not upheldInvestmentsDRN-5818741 The complaint Mr A has complained that Plus500UK Ltd (‘Plus500’) allowed him to open and trade a contracts for difference (‘CFD’) account. Mr A would like his losses to be repaid to him plus payment for distress and inconvenience he has been caused. What happened Mr A opene... (7 pages)View decision -
Decision Reference DRN-5842643
26 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5842643 The complaint X has complained about esure Insurance Limited. They are not happy about the way it dealt with a claim under their motor insurance policy and the poor service they received. What happened I looked at this case and provided my initial thoughts in my provisional... (3 pages)View decision -
Decision Reference DRN-5842646
26 Sep 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5842646 The complaint Mr K has complained about Marshmallow Insurance Limited. He isn’t happy about the way it dealt with a claim under his motor insurance policy. Any reference to Advantage includes any agents that it is responsible for unless specified. What happened I looked at t... (3 pages)View decision -
Decision Reference DRN-5422074
26 Sep 2025 Remitly U.K., Ltd. Not upheldBanking and PaymentsDRN-5422074 The complaint Mrs H complains that Remitly UK Ltd didn't do enough to prevent her losing money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In Decembe... (2 pages)View decision