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 393318 results
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Decision Reference DRN-5492407
6 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5492407 The complaint Mr C complains that Bank of Scotland plc trading as Halifax should pay him more compensation, after admitting it provided poor service in connection with its cashback rewards scheme. What happened Mr C wanted to take advantage of Halifax’s ‘Cashback Extras’ re... (3 pages)View decision -
Decision Reference DRN-5497077
6 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5497077 The complaint Mr B and Mrs B complain that Aviva Insurance Limited have unfairly declined their claim for damage caused by a fallen tree. What happened Mr Band Mrs B held buildings and contents insurance with Aviva. In October 2024 a tree from a neighbouring property fell ... (2 pages)View decision -
Decision Reference DRN-5325102
6 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5325102 The complaint Mr D complains about the service he received from Santander UK Plc when he visited one of their branches in September 2024. What happened Mr D has told us that he’s banked with Santander for some years without any concerns. But on 24 September 2024 when he visi... (4 pages)View decision -
Decision Reference DRN-5489024
6 May 2025 esure Insurance Limited UpheldInsuranceDRN-5489024 The complaint Miss Z has complained that esure Insurance Limited unfairly cancelled her motor insurance policy. What happened In August 2024 Miss Z received letters from two insurance providers, which I’ll refer to as providers A and H, in which they said that they had cance... (3 pages)View decision -
Decision Reference DRN-5529053
6 May 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5529053 The complaint Mr D complains that Advantage Insurance Company Limited recorded an incident on his driving record when he didn’t make a claim on his motor insurance policy. He wants this incident removed from his record. What happened Mr D was involved in an incident with an... (2 pages)View decision -
Decision Reference DRN-5484937
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5484937 The complaint Miss M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to her. She wants NatWest to write off part of her debt and the interest and offer her an affordable repayment plan. What happened Miss M was provi... (3 pages)View decision -
Decision Reference DRN-5340213
6 May 2025 American Express Services Europe Limited Not upheldConsumer CreditThe complaint Mr W complains about the way in which American Express Services Europe Limited processed a payment after it had agreed to settle a claim under section 75 of the Consumer Credit Act 1974. What happened Mr W had an Amex credit card account, which he closed in March 2024. In Jun... (2 pages)View decision -
Decision Reference DRN-5450130
6 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5450130 The complaint Mr K has complained Barclays Bank UK PLC won’t refund debit card transactions he says he didn’t authorise. What happened In April and May 2024 Mr K was overseas visiting family. He lost his card wallet and reported his card missing. Barclays replaced the debit ... (2 pages)View decision -
Decision Reference DRN-5290397
6 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5290397 The complaint Mr M is unhappy that Barclays Bank UK PLC did not obtain a refund for a purchase made using his Barclays debit card. What happened Mr M bought an “Online Business for Sale”, which cost £499. The online business was essentially a social media account that’s been... (2 pages)View decision -
Decision Reference DRN-5481716
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5481716 The complaint Mr O has complained National Westminster Bank Public Limited Company lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened In May 2024 Mr O’s account with NatWest was blocked. This took place after he’d received a cred... (2 pages)View decision