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-5771242
24 Oct 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5771242 The complaint X complains that Red Sands Insurance Company (Europe) Limited declined a claim on their pet insurance policy. What happened X had insurance for their cat which was underwritten by Red Sands. The policy started in August 2024. In November 2024, the cat was seen ... (3 pages)View decision -
Decision Reference DRN-5714560
24 Oct 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5714560 The complaint Mrs B complains about Great Lakes Insurance UK Limited’s decision to decline a claim made under her commercial property owners insurance policy. What happened The background to this complaint is well known to both parties so I’ll provide only a very brief summa... (4 pages)View decision -
Decision Reference DRN-5905390
24 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5905390 The complaint Miss B complains about the way Shop Direct Finance Company Limited trading as Very (‘Shop Direct’) responded to her when she told it she was experiencing financial difficulties. What happened Both parties are familiar with the background to this complaint, so I... (3 pages)View decision -
Decision Reference DRN-5840751
24 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5840751 The complaint Miss F has complained National Westminster Bank Public Limited Company won’t refund transactions she didn’t make. She’s also concerned at how NatWest managed her complaint. What happened In July 2024 Miss F suddenly noticed many transactions made using her NatW... (2 pages)View decision -
Decision Reference DRN-5850606
24 Oct 2025 Medicash Health Benefits Limited Not upheldInsuranceDRN-5850606 The complaint Mr S complains that Medicash Health Benefits Limited declined a claim under a health cash plan policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for m... (2 pages)View decision -
Decision Reference DRN-5891425
24 Oct 2025 Carsa Limited UpheldInsuranceDRN-5891425 The complaint Mr S complains that Carsa Limited declined a claim on his motor warranty. Mr S has also complained that the warranty was mis-sold. What happened Mr S bought a second hand car in January 2023. Around the same time, Mr S bought a motor warranty to cover the car. ... (5 pages)View decision -
Decision Reference DRN-5901557
24 Oct 2025 Spreadex Limited Not upheldInvestmentsDRN-5901557 The complaint Mr N complains Spreadex Limited (Spreadex) caused him financial loss by improperly allowing him to open a spread betting account and unfairly charged him for its services. His complaint is brought by his professional representative. What happened Mr N opened ... (6 pages)View decision -
Decision Reference DRN-5724137
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5724137 The complaint Mrs R complains about how Barclays Bank UK PLC trading as Barclaycard (‘BC’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolv... (4 pages)View decision -
Decision Reference DRN-4577276
24 Oct 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4577276 The complaint Mr A’s complaint is, in essence, that Clydesdale Financial Services Ltd trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act... (7 pages)View decision -
Decision Reference DRN-5896845
24 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5896845 The complaint T and T, a limited company, has complained Clydesdale Bank plc, trading as Virgin Money, won’t refund them for six transactions they didn’t authorise. What happened T and T is a limited company with two directors, Mr F and Mr H. I shall refer to T and T as T th... (3 pages)View decision