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 381082 results
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Decision Reference DRN-5804972
2 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5804972 The complaint Mr H complains that HSBC UK Bank Plc did not reimburse the funds he lost to a scam. What happened Mr H fell victim to a cryptocurrency investment scam. He was added to a group chat with other investors who appeared to be successfully making returns on a cryptoc... (3 pages)View decision -
Decision Reference DRN-5716275
2 Oct 2025 Arthur J. Gallagher Insurance Brokers Limited UpheldInsuranceDRN-5716275 The complaint Mr and Mrs H complain about the way Arthur J. Gallagher Insurance Brokers Limited, trading as QuotelineDirect (“AJG”) sold and administered their buildings insurance policy. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise... (6 pages)View decision -
Decision Reference DRN-5767739
2 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5767739 The complaint Mr C complains that Intact Insurance UK Limited (‘Intact’) incorrectly recorded his claim history which caused his renewal prices to be inflated. What happened The following is intended as a summary of key events only. Mr C held an insurance policy with Intac... (2 pages)View decision -
Decision Reference DRN-5823428
2 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5823428 The complaint Miss H complains about how her insurer, Admiral Insurance (Gibraltar) Limited (Admiral) valued her vehicle as a total loss following its theft (and subsequent recovery). Any reference to Admiral in this decision includes their agents. What happened In October... (4 pages)View decision -
Decision Reference DRN-5836183
2 Oct 2025 AmTrust Specialty Limited UpheldInsuranceDRN-5836183 The complaint Mr and Mrs H complain about the settlement AmTrust Speciality Limited has offered for a claim they made on their buildings insurance policy. Reference to Amtrust includes its agents and representatives. What happened The circumstances of this complaint aren’t... (8 pages)View decision -
Decision Reference DRN-5433610
2 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5433610 The complaint Mr T has complained about the way National Westminster Bank Public Limited Company (NatWest) dealt with a claim for money back in relation to a purchase he’d made using his debit card. What happened Mr T said he used his NatWest debit card in April 2024 to pay... (5 pages)View decision -
Decision Reference DRN-5852123
2 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5852123 The complaint Ms P complains Nationwide Building Society won’t pay her legal fees after it loaded her details to a fraud database. What happened Ms P received a payment and Nationwide was told by the sender’s bank the payment was fraudulent. Nationwide asked Ms P about the... (3 pages)View decision -
Decision Reference DRN-5461353
2 Oct 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5461353 The complaint K, a limited company, complains AXIS Specialty Europe SE trading as AXIS Specialty London has unfairly declined a claim it made on its commercial property insurance, for works needed to a bathroom in its let property. K is being represented in bringing this com... (3 pages)View decision -
Decision Reference DRN-5777407
2 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5777407 The complaint Mr A complains Bank of Scotland plc won’t refund money he lost to an authorised push payment (‘APP’) scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. Mr A says that between June and ... (3 pages)View decision -
Decision Reference DRN-5660137
2 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5660137 The complaint Miss A and Mr N have complained that Accredited Insurance (Europe) Ltd (‘Accredited’) unfairly declined claims under their home insurance policy. As Miss A mainly seemed to deal with the claim and complaint, for ease, I will normally only refer to her. What h... (3 pages)View decision
