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 382298 results
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Decision Reference DRN-5422847
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5422847 The complaint Mr S has complained about a National Westminster Bank PLC (“NatWest”) branch visit he made to remove a block that has been applied to one of his accounts. What happened In December 2023, NatWest applied a block to one of Mr S’s accounts. NatWest tried to contac... (4 pages)View decision -
Decision Reference DRN-5352413
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5352413 The complaint Mr B complains that he didn’t receive the £200 incentive he was offered by Nationwide Building Society for switching his current account to them. What happened In May 2024 Mr B received a letter from Nationwide which offered an incentive payment of £200 if he s... (3 pages)View decision -
Decision Reference DRN-5399181
28 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5399181 The complaint Mrs P has complained about the amount Admiral Insurance (Gibraltar) Limited has paid in settlement of her claim under her car insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The... (2 pages)View decision -
Decision Reference DRN-5392148
28 Mar 2025 Western Provident Association Limited Not upheldInsuranceDRN-5392148 The complaint Ms M is unhappy with the way she was treated by Western Provident Association Limited (WPA) after it’d agreed to pay her claim. What happened Ms M had a private medical insurance policy with WPA since May 2022 on a moratorium underwriting basis. She made a clai... (2 pages)View decision -
Decision Reference DRN-5425313
28 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5425313 The complaint Mr I complains that esure Insurance Limited (esure) avoided his car insurance policy and refused to pay his claim. What happened Mr I applied for and took out a car insurance policy with esure. He bought the policy online through a price comparison website. In... (3 pages)View decision -
Decision Reference DRN-5433952
28 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5433952 The complaint Mr H has a self-invested personal pension (“SIPP”) with London & Colonial now called Pathlines Pensions UK Limited (“L&G”). Mr H thinks his pension was mismanaged by L&C as he wanted low risk UK based investments and has ended up with loss making h... (24 pages)View decision -
Decision Reference DRN-5264979
28 Mar 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5264979 The complaint Mr P complains about Barclays Bank Plc (trading as Barclaycard) on behalf of his business ‘A’. Mr P says that he fell victim to three separate cryptocurrency investment and recovery scams and would like Barclays to refund him the money he has lost as a result.... (3 pages)View decision -
Decision Reference DRN-5176340
28 Mar 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5176340 The complaint Mr and Mrs C complain Advantage Finance Ltd (Advantage) irresponsibly entered into a car finance agreement because it did not complete reasonable and proportionate checks to ensure the agreement was affordable for them. What happened Mr and Mrs C entered into ... (5 pages)View decision -
Decision Reference DRN-5262486
28 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5262486 The complaint Mr A and Mrs T complain about Aviva Insurance Limited’s (“Aviva”) handling of their claim under their home insurance policy. Mr A has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any action... (4 pages)View decision -
Decision Reference DRN-5387785
28 Mar 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5387785 The complaint Miss S complains Frasers Group Financial Services Limited trading as Studio provided her with an unaffordable catalogue shopping account. What happened Studio provided Miss S with a catalogue shopping account in September 2016. Some of the information relating ... (5 pages)View decision
