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 392389 results
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Decision Reference DRN-5791844
16 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5791844 The complaint Mrs M and the estate of Mr M complain that Clydesdale Bank Plc trading as Virgin Money (Virgin) provided poor customer service. They complain that the bereavement team provided inaccurate information which caused distress and inconvenience when sorting the late... (2 pages)View decision -
Decision Reference DRN-5723636
16 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5723636 The complaint Miss I complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY hasn’t taken her complaint about one of its agents seriously. What happened Miss I had an account with NatWest and a credit card. Miss I called NatWest to ask for help in relation to a dispute sh... (3 pages)View decision -
Decision Reference DRN-5797068
16 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5797068 The complaint Ms D complains about the way AWP P&C S.A. (AWP) handled the claim she made under her home emergency insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. On 13 March 2025 Ms D d... (3 pages)View decision -
Decision Reference DRN-5351891
16 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5351891 The complaint Mr A complains that Metro Bank PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (3 pages)View decision -
Decision Reference DRN-5351885
16 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5351885 The complaint Mr A complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-5186251
16 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5186251 The complaint Miss D complains that HSBC UK Bank Plc trading as first direct (“First Direct”) is unfairly holding her liable for transactions which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat... (2 pages)View decision -
Decision Reference DRN-5475861
16 Sep 2025 Vitality Health Limited Not upheldInsuranceDRN-5475861 The complaint Mr M complains about Vitality Health Limited’s reward programme under his private health insurance policy. What happened Mr M holds a private health insurance policy with Vitality. He’s unhappy that Vitality hasn’t awarded him all the points he’s earned under ... (2 pages)View decision -
Decision Reference DRN-5692433
16 Sep 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5692433 The complaint Mrs C complains about how her insurer, Tradex Insurance Company PLC (Tradex) valued her vehicle as a total loss following an accident. Any reference to Tradex in this decision includes their agents. What happened In January 2025 Mrs C’s vehicle was involved i... (5 pages)View decision -
Decision Reference DRN-5356383
16 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5356383 The complaint Ms G is unhappy Metro Bank PLC (“Metro”) hasn’t reimbursed her after she fell victim to an employment scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Ms G has b... (3 pages)View decision -
Decision Reference DRN-5676720
16 Sep 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5676720 The complaint Mrs P is unhappy that BUPA Insurance Limited declined to cover a claim she made on her employer’s private medical insurance policy. What happened Mrs P had an injection to treat symptoms she was experiencing. A consultant recommended a further injection but BUP... (3 pages)View decision