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-5628371
6 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5628371 The complaint Mr C has complained Barclays Bank UK PLC won’t refund £40,654 he lost as the result of a trading scam. What happened After discussing investment with friends, Mr C was persuaded by someone he knew well to start investing in foreign exchange using a company (who... (3 pages)View decision -
Decision Reference DRN-5544859
6 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5544859 The complaint Mr A complains Liverpool Victoria Insurance Company Limited (LV) unfairly declined to offer a further online quote for a motor insurance policy after he changed some of the details. He also complained that the policy he obtained from it was unfairly priced. Wha... (3 pages)View decision -
Decision Reference DRN-5738762
6 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5738762 The complaint Miss W complains that Santander UK Plc won’t refund her money she lost when she fell victim to an impersonation scam. Also, about the poor level of service she received when she contacted them about the scam. What happened The detailed background to this compl... (7 pages)View decision -
Decision Reference DRN-5673950
6 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5673950 The complaint Miss N and Mr N complain about delays from esure Insurance Limited (esure).in their handling of a claim under their motor insurance policy. References to esure in this decision include their agents. What happened In April 2023 Miss N and Mr N’s vehicle was in... (5 pages)View decision -
Decision Reference DRN-5725608
6 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5725608 The complaint Ms G complains about how Nationwide Building Society (NBS) treated her when a Power of Attorney (POA) was registered with them. The complaint has been brought on behalf of Ms G by Mr G, the attorney. What happened The details of this complaint are well known t... (2 pages)View decision -
Decision Reference DRN-5739054
6 Aug 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5739054 The complaint Mr D is unhappy with the service provided by Ageas Insurance Limited (Ageas) following a claim made on his home insurance policy for damage to his fence. Ageas is the underwriter of this policy. Part of this complaint concerns the actions of third parties inst... (4 pages)View decision -
Decision Reference DRN-5702906
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5702906 The complaint Mr W and Mrs W complain that National Westminster Bank Public Limited Company has an illogical way of dealing with faster payments and this caused an overdraft on their account. What happened Mr W and Mrs W transferred £10,000 on 17 March 2025 from their bank a... (2 pages)View decision -
Decision Reference DRN-5738752
6 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5738752 The complaint Mrs B and Mr A complained about U K Insurance Limited which provides their home insurance. They made a claim to it in 2019 for subsidence, they’re unhappy with how that progressed. There are some parts of Mrs B and Mr A’s complaint I cannot consider. I’ve expl... (12 pages)View decision -
Decision Reference DRN-5738993
6 Aug 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5738993 The complaint Miss B and Mr H are unhappy with how AmTrust Specialty Limited have dealt with claims they have made on a building warranty policy. What happened Miss B and Mr H purchased a property that was covered by a ten-year warranty policy provided by AmTrust. The warran... (5 pages)View decision -
Decision Reference DRN-5500766
6 Aug 2025 Allianz Insurance Plc Not upheldInsuranceDRN-5500766 The complaint Mrs B’s complaint is about a request she made to Allianz Insurance Plc trading as Petplan (‘Petplan’) to increase her policy limit, which was declined. Mrs B says Allianz have treated her unfairly and that she is now left in a position where she is struggling t... (2 pages)View decision