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 400695 results
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Decision Reference DRN-5830098
10 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5830098 The complaint Miss T complains that National Westminster Bank Public Limited Company (“NatWest”) acted irresponsibly when it granted her an overdraft facility and that it failed to monitor her usage to identify when she was in financial difficulty What happened Miss T was in... (4 pages)View decision -
Decision Reference DRN-5733142
10 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5733142 The complaint Ms N is unhappy that HSBC UK Bank Plc hasn’t refund payments she made after falling victim to a romance scam. What happened In summary. Ms N was contacted by 3 individuals through a dating website between August 2020 and September 2023. She spoke with and befr... (3 pages)View decision -
Decision Reference DRN-5820640
10 Nov 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5820640 The complaint Mrs C complains that she was mis-sold her finance agreement in relation to a car that was supplied through a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCF). Mrs C has been represented on this complaint. B... (4 pages)View decision -
Decision Reference DRN-5773836
10 Nov 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-5773836 The complaint Mr Z has complained that Starr International (Europe) Limited unfairly and unreasonably refused to deal with his claim under his mobile phone policy when he lost his mobile phone. What happened Mr Z said he lost his phone on 28 January 2025 whilst on public tr... (2 pages)View decision -
Decision Reference DRN-5803078
10 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5803078 The complaint Mr Y is unhappy with National Westminster Bank PLC. I will refer to Mr Y throughout although he is acting as the executor on behalf of the estate of Mr M. Mr Y said NatWest disclosed Mr M’s account details to another family member without the proper authority.... (3 pages)View decision -
Decision Reference DRN-5939564
10 Nov 2025 Cigna Europe Insurance Company SA UpheldInsuranceDRN-5939564 The complaint Mr M is unhappy with the service he received from CIGNA Europe Insurance Company SA under his global health insurance policy (‘the policy’), including being given incorrect information about whether a claim would be covered. What happened I issued my provision... (4 pages)View decision -
Decision Reference DRN-5823683
10 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5823683 The complaint Ms B and Mr G complain that Santander UK Plc (‘Santander’) won’t refund the money they say was lost as the result of a scam. What happened Since 2009, Ms B and Mr G had been signed up to a newsletter with an introducer I’ll refer to as I. In one of the newsle... (3 pages)View decision -
Decision Reference DRN-5629354
10 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5629354 The complaint Mrs O has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money she lost after falling victim to a scam. What happened In summary, in 2025 Mrs O was contacted by a scammer posing as a recruiter. They offered her a remote flexible job ... (2 pages)View decision -
Decision Reference DRN-5754318
10 Nov 2025 Covea Insurance plc Not upheldInsuranceDRN-5754318 The complaint Mrs T’s complaint is about a claim she made on her Covea Insurance plc pet insurance policy, which Covea declined. Mrs T says Covea treated her unfairly. What happened The details of this complaint are well known to both parties, so I won’t repeat them again he... (2 pages)View decision -
Decision Reference DRN-5785381
10 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5785381 The complaint Mrs O has complained that TSB Bank plc won’t refund the money she lost after falling victim to a scam. What happened In summary, in 2025 Mrs O was contacted by a scammer posing as a recruiter. They offered her a remote flexible job carrying out simple tasks for... (2 pages)View decision