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 364862 results
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Decision Reference DRN-4870521
27 Mar 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-4870521 The complaint A limited company, T, complains that ClearBank Limited didn’t do enough to prevent it losing money to a scam. Mr K is a director of T and has brought the complaint on its behalf. He initially used a representative when doing so. For ease of reading, I’ll mostly... (5 pages)View decision -
Decision Reference DRN-5028402
27 Mar 2025 Sky UK Limited UpheldConsumer CreditDRN-5028402 The complaint Mr T complains about a fixed sum loan agreement taken out with Sky UK Limited. What happened In February 2024, Mr T took out a fixed sum loan agreement with Sky, to pay for a brand new mobile telephone device. The delivery of the device was arranged for the day... (4 pages)View decision -
Decision Reference DRN-5035310
27 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5035310 The complaint Mr M complaints that Santander UK Plc didn’t protect him from an investment scam. Mr M is being supported in making their complaint by a representative. But for ease, I’ll only refer to Mr M in this decision. What happened Mr M has explained that a friend of a ... (5 pages)View decision -
Decision Reference DRN-5411778
27 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5411778 The complaint Mr A and Ms A’s complaint is about the rejection of a claim under their legal expenses insurance cover with Royal & Sun Alliance Insurance Limited (“RSA”). Ms A has been the main correspondent on the complaint, so I will refer to her throughout. RSA is the ... (4 pages)View decision -
Decision Reference DRN-5432602
27 Mar 2025 HCC International Insurance Company Plc UpheldInsuranceDRN-5432602 The complaint Miss S complains that HCC International Insurance Company Plc (HCC) declined her claim for storm damage under her home insurance policy. What happened The following is intended as a summary of events only, as the circumstances are well known to both parties. ... (5 pages)View decision -
Decision Reference DRN-5350679
27 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5350679 The complaint Mrs R’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy, which was declined. Mrs R says C&G have treated her unfairly. What happened Mrs R made a claim on her C&G pet insu... (3 pages)View decision -
Decision Reference DRN-5375654
27 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5375654 The complaint A company, which I’ll refer to as A Ltd, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse the money lost to a scam. Mrs B, who is a director of A Ltd, brings the complaint on A Ltd’s behalf. What happened Mrs B says th... (3 pages)View decision -
Decision Reference DRN-5336491
27 Mar 2025 Sky UK Limited UpheldConsumer CreditDRN-5336491 The complaint Miss F has complained Sky UK Limited is holding her liable under a consumer credit agreement for a mobile phone handset she returned. What happened In September 2024 Miss F took out a consumer credit agreement with Sky for the largest model of a new iPhone. A d... (3 pages)View decision -
Decision Reference DRN-4956046
27 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-4956046 The complaint Miss B complains that TSB Bank plc (“TSB”) failed to refund transactions she didn’t recognise. What happened Miss B explained that she received a weekly update about her account from TSB. After reviewing the information she noticed that three identical payments... (3 pages)View decision -
Decision Reference DRN-5281266
27 Mar 2025 Lloyds Bank PLC UpheldMortgagesDRN-5281266 The complaint Miss D complains that Lloyds Bank PLC (Lloyds) declined her mortgage application based on medical information she had provided in connection with a related application for life and critical illness cover (CIC). What happened Miss D received an agreement in prin... (4 pages)View decision
