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 376696 results
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Decision Reference DRN-5786658
1 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5786658 The complaint Miss R complains because Admiral Insurance (Gibraltar) Limited hasn’t paid the full amount of a claim under her travel insurance policy. Miss R’s representative has brought this complaint to us on her behalf. For ease, I shall refer only to Miss R throughout th... (3 pages)View decision -
Decision Reference DRN-5682959
1 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5682959 The complaint Mr H complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) rejected his claim under Section 75 Consumer Credit Act 1974 (“s.75”) What happened Mr H was acting on behalf of a group of occupants of an apartment block. They wished to take legal action ... (3 pages)View decision -
Decision Reference DRN-5391681
1 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5391681 The complaint Mrs C complains that Santander UK Plc didn’t do enough to protect her against losing money to a cryptocurrency scam. Mrs C has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Mrs C herself, where I also mean th... (3 pages)View decision -
Decision Reference DRN-5594462
1 Sep 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5594462 The complaint Mr J and his representative complain Acromas Insurance Company Limited (Acromas) unfairly settled his claim on his motor insurance policy after his car was stolen. He also complains about the service received and the time taken to progress his claim. Acromas a... (3 pages)View decision -
Decision Reference DRN-5780932
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5780932 The complaint Miss R complains Barclays Bank UK PLC trading as Barclaycard (“Barclays”) irresponsibly lent a credit card to her and increased the limit when it was unaffordable. Miss R is represented by a third-party, but for ease of reference I’ll mostly refer to Miss R th... (4 pages)View decision -
Decision Reference DRN-5515346
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5515346 The complaint Mr O complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr O is represented, but for ease of reading I will refer to Mr O through... (5 pages)View decision -
Decision Reference DRN-5747126
1 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5747126 The complaint Mr R complained about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) when it declined payments he wanted to make and blocked his account access until he completed further security checks. What happened In February 2025, whe... (3 pages)View decision -
Decision Reference DRN-5728995
1 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5728995 The complaint E complains about British Gas Insurance Limited (“BGI”) and their handling of the claim it made on it’s Multi Premises insurance policy. E’s claim has been brought to our service by its director, Mr S. For ease of reference, I will refer to any comments made, o... (4 pages)View decision -
Decision Reference DRN-5334469
1 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5334469 The complaint A company which I’ll call ‘T’ complains Lloyds Bank PLC (Lloyds) subjected it to delays and unnecessary costs when T restructured its existing lending facilities. E has been represented in this complaint by one of its directors, Dr H. What happened The backgr... (3 pages)View decision -
Decision Reference DRN-5625690
1 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5625690 The complaint Mr C complains that Starling Bank Limited refused to help him with problems he faced in accessing and managing his account and would not make adjustments that he required. What happened Mr C called Starling for help, following surgery, as he found communicatin... (3 pages)View decision
