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-5657815
23 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5657815 The complaint Mr M complains about a false application marker recorded by CA Auto Finance UK Ltd (CAAF). Throughout his complaint, Mr M has used a representative. But, for ease, I’ll just refer to Mr M. What happened In March 2023, Mr M says his daughter saw a car she wanted... (4 pages)View decision -
Decision Reference DRN-5833350
23 Sep 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5833350 The complaint Mr W with the help of a friend representing him complains that Aviva Life & Pensions UK Limited have continued to delay a transfer to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Australia. What happened I set out the background to this case i... (4 pages)View decision -
Decision Reference DRN-5831850
23 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5831850 The complaint Mr W has complained that Aviva Life & Pensions UK Limited has declined his income protection claim. What happened Mr W took out a Living Cost Protection policy in April 2024 through an independent financial adviser. He made a claim when he wasn’t able to wo... (2 pages)View decision -
Decision Reference DRN-5723008
23 Sep 2025 Wakam Not upheldInsuranceDRN-5723008 The complaint Mr S complains Wakam unreasonably settled his motor insurance claim as 50/50 split liability. Wakam’s been represented for the claim and complaint at points. For simplicity I’ve referred to the representatives’ actions as being Wakam’s own. What happened In M... (3 pages)View decision -
Decision Reference DRN-5144301
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5144301 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t refunded any of the cost of a holiday, paid for using his credit card, after there were problems with his flights. What happened The background to this complaint is well-known... (2 pages)View decision -
Decision Reference DRN-5672826
23 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5672826 The complaint Mr A’s complaint is about a claim he made on his U K Insurance Limited (‘UKI’) rent guarantee insurance policy. Mr A says there were considerable delays in progressing his claim which led to him experiencing financial loss. He’s also unhappy with the payments ... (3 pages)View decision -
Decision Reference DRN-5826085
23 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5826085 The complaint Miss A complains that Metro Bank PLC won’t refund all the money she lost as a result of a scam. What happened Miss A was the victim of a job scam. In summary, she was contacted by someone who purported to work for a company that I’ll refer to as ‘A’. They told ... (3 pages)View decision -
Decision Reference DRN-5772044
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5772044 The complaint Mr G complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money he lost to a scam. Mr G referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer o... (5 pages)View decision -
Decision Reference DRN-5772090
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5772090 The complaint Mr G complains that HSBC UK Bank PLC (‘HSBC’) hasn’t refunded the money he lost to a scam. Mr G referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr G throughout my decision.... (3 pages)View decision -
Decision Reference DRN-5829705
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5829705 The complaint Mr P is unhappy with National Westminster Bank PLC. He’s unhappy with the way NatWest acted between 26 July 2018 and 5 December 2018 around his gambling activity from his bank account. He said it should have noticed he was vulnerable. What happened Mr P said h... (3 pages)View decision