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 401363 results
-
Decision Reference DRN-5925442
7 Nov 2025 Coutts & Company Not upheldPensions and AnnuitiesDRN-5925442 The complaint Mr B’s complaint is about pensions he transferred from Scottish Widows (‘SW’) and Fidelity to Coutts & Company. He says disinvestment of the pensions, the time taken in the transfer process and, potentially, the involvement of a third-party on Coutts’ side ... (5 pages)View decision -
Decision Reference DRN-5805139
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5805139 The complaint Mrs D complains Barclays Bank UK PLC wrongly closed her accounts and transferred funds out. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. On 22 October 2019 Barclays received notif... (3 pages)View decision -
Decision Reference DRN-5914533
7 Nov 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5914533 The complaint Mr and Mrs S complain that The Royal Bank of Scotland Plc didn’t treat them fairly when they put forward proposals to repay their mortgage balance. What happened The term of Mr and Mrs S’s mortgage expired in 2018 with an unpaid balance. In early 2025 RBS issue... (2 pages)View decision -
Decision Reference DRN-5705542
7 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5705542 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited (“LV”) didn’t offer to provide him with a home insurance policy – and didn’t explain why. What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fai... (2 pages)View decision -
Decision Reference DRN-5591080
7 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5591080 The complaint Mr C, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision -
Decision Reference DRN-5934602
7 Nov 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5934602 The complaint Mr B complained about Red Sands Insurance Company (Europe) Limited declining a claim on his motor warranty. Mr B also complained about the service he received from Red Sands. What happened Mr B took out a motor warranty with Red Sands in December 2024. He’d pur... (4 pages)View decision -
Decision Reference DRN-5729732
7 Nov 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5729732 The complaint Mr D complains Fortegra Europe Insurance Company Ltd (“Fortegra”) settled his claim on his motor warranty policy without telling him and unfairly declined part of the claim. All references to Fortegra include its agents. What happened Mr D took out a motor warr... (3 pages)View decision -
Decision Reference DRN-5719535
7 Nov 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5719535 The complaint Mr and Mrs G complain that Barclays Bank UK PLC misled them that no early repayment charge (ERC) would be applied if they repaid their mortgage. They ask that the ERC is refunded. What happened Mr and Mrs G had a fixed rate product that was due to expire on 31 ... (4 pages)View decision -
Decision Reference DRN-5839070
7 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5839070 The complaint P, a limited company, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse the funds it says it lost to a scam. What happened Miss K is the director of P, and for simplicity I will refer to Miss K throughout this decisio... (4 pages)View decision -
Decision Reference DRN-5926713
7 Nov 2025 Granite Finance Ltd UpheldConsumer CreditDRN-5926713 The complaint Mr B is unhappy with how Granite Finance Ltd handled his fixed sum loan agreement account when he entered breathing space, and its decision to cancel a car insurance policy the agreement funded. What happened Around August 2023 Mr B took a fixed sum loan agree... (9 pages)View decision