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 400694 results
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Decision Reference DRN-5901202
23 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5901202 The complaint Mr M complains Nationwide Building Society won’t refund transactions made from his account he says he did not make or authorise. What happened Mr M was on holiday abroad with friends. He went out one evening, remembers having a few drinks but then remembers no... (2 pages)View decision -
Decision Reference DRN-5901702
23 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5901702 The complaint Mr L, a trustee of F, a will trust, complains on its behalf that HSBC UK Bank Plc did not apply its funds to an interest-bearing account as instructed, costing F a great deal of interest it should have earned. Mr L also complained that HSBC did not make its cha... (7 pages)View decision -
Decision Reference DRN-5901383
23 Oct 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5901383 The complaint Mr A and Ms I complain because Inter Partner Assistance SA (‘IPA’) paid only part of Mr A’s travel insurance claim. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Mr A and Ms I held a travel insur... (4 pages)View decision -
Decision Reference DRN-5608440
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5608440 The complaint Ms R complains that Barclays Bank UK PLC won’t refund money she lost when she was a victim of an investment scam. Ms R is represented by a firm I’ll refer to as ‘M’. What happened The background to this complaint is well known to both parties and so I’ll only r... (6 pages)View decision -
Decision Reference DRN-5901068
23 Oct 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5901068 The complaint Mr M complains that Liverpool Victoria Insurance Company Limited (“LV”) has unfairly handled a claim under his home insurance policy. Any reference to Mr M or LV includes respective agents or representatives. What happened The background of this complaint is we... (6 pages)View decision -
Decision Reference DRN-5588883
23 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5588883 The complaint Mr and Mrs H complain that Nationwide Building Society haven’t reimbursed losses suffered as a result of an investment scam. What happened The background to this complaint is well-known to all parties, and so I’ll only briefly summarise events here. Mr and Mrs ... (4 pages)View decision -
Decision Reference DRN-5901061
23 Oct 2025 Aviva Insurance Limited UpheldInsuranceDRN-5901061 The complaint Mr S complains about the way Aviva Insurance Limited (Aviva) has handled the claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In February 2024 Mr S... (5 pages)View decision -
Decision Reference DRN-5901698
23 Oct 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5901698 The complaint Miss P complains about the way Admiral Insurance (Gibraltar) Limited has settled a claim she made on her motor insurance policy. Miss P has been represented in bringing the complaint, but for ease, I’ve referred to all actions and comments as being those of Mi... (3 pages)View decision -
Decision Reference DRN-5519983
23 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5519983 The complaint Mr and Mrs H complain that Nationwide Building Society haven’t reimbursed losses suffered as a result of an investment scam. What happened The background to this complaint is well-known to all parties, and so I’ll only briefly summarise events here. Mr and Mrs ... (4 pages)View decision -
Decision Reference DRN-5883953
23 Oct 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5883953 The complaint Mr B complained about the customer service provided by Red Sands Company (Europe) Limited whilst claiming on his motor warranty. What happened Mr B took out a motor warranty with Red Sands in December 2024. He purchased the car in September 2024 and originally ... (2 pages)View decision