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
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Decision Reference DRN-5901766
27 Oct 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5901766 The complaint E complains that OneSavings Bank Plc trading as Kent Reliance overcharged interest on its Mortgages following the Bank of England base rate change in February 2025. What happened Mr S is a director of a limited company I’ll call E. At the time of the event com... (4 pages)View decision -
Decision Reference DRN-5824887
27 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5824887 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary,... (4 pages)View decision -
Decision Reference DRN-5837685
27 Oct 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5837685 The complaint Mrs D is complaining about the way British Gas Insurance Limited handled a claim she made on her landlord home emergency policy. Mrs D has largely been represented by her daughter throughout this claim and complaint, but for ease of reference I shall largely re... (2 pages)View decision -
Decision Reference DRN-5906998
27 Oct 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5906998 The complaint Mrs W complains about the amount Tesco Underwriting Limited (Tesco) has paid to settle the claim she made under her home insurance policy. Mrs W is being represented in this complaint, but as Mrs W is the policyholder, and for ease, I’ve referred to her through... (5 pages)View decision -
Decision Reference DRN-5721889
27 Oct 2025 Rightcard Payment Services Limited UpheldBanking and PaymentsDRN-5721889 The complaint Miss E has complained that Rightcard Payment Services Limited, trading as Lemfi, won’t refund money she says she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will fo... (2 pages)View decision -
Decision Reference DRN-5845681
27 Oct 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5845681 The complaint B, a company, complains about a claim it made on its Accelerant Insurance Europe SA/NV UK Branch (‘Accelerant’) business protection insurance policy. B says Accelerant treated it unfairly and led to it incurring considerable losses. B’s complaint is brought by ... (3 pages)View decision -
Decision Reference DRN-5901771
27 Oct 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5901771 The complaint Mr S complains that OneSavings Bank Plc trading as Kent Reliance overcharged interest on his mortgage following the Bank of England rate change in February 2025. What happened Mr S is a director of a limited company I’ll call E. He has three buy-to-let mortgage... (4 pages)View decision -
Decision Reference DRN-5784981
27 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsThe complaint Miss J is unhappy that Lloyds Bank PLC (“Lloyds”) won’t refund the money she lost as part of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 7 August 2025 covered the details of Miss J’s testimony and full timeline of tran... (3 pages)View decision -
Decision Reference DRN-5785028
27 Oct 2025 Bank of Scotland Plc Not upheldBanking and Payments1 The complaint Miss J is unhappy that Bank of Scotland plc (“BOS”) won’t refund the money she lost as part of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 7 August 2025 covered the details of Miss J’s testimony and full timeline of ... (4 pages)View decision -
Decision Reference DRN-5882566
27 Oct 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5882566 The complaint Mr P complains about SCOTTISH WIDOWS LIMITED (SW). He’s unhappy with how it dealt with a fund switch under his Personal Pension Plan (PPP). What happened I issued a provisional decision on 30 September 2025. I’ve recapped the background below: “In July 2023, h... (7 pages)View decision