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-5888214
30 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5888214 The complaint Mr and Mrs I complain that INTACT INSURANCE UK LIMITED has failed to resolve a subsidence claim on their home buildings insurance policy. What happened Mr and Mrs I made a claim on their buildings insurance in 2018 after noticing cracks in the walls of their ho... (4 pages)View decision -
Decision Reference DRN-5897655
30 Oct 2025 Allianz Insurance Plc UpheldInsuranceDRN-5897655 The complaint Mr F has complained about his let property insurer Allianz Insurance Plc. He’s generally unhappy with how it handled and settled a claim he made for water damage. What happened Mr F let a property as office space. In summer 2023 water damage was found and the ... (8 pages)View decision -
Decision Reference DRN-5859341
30 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5859341 The complaint Mr D complains NewDay Ltd trading as John Lewis Partnership Credit Card (‘NewDay’) lost a payment he made to his credit card for several days, after he’d used their app. Mr D seeks further compensation to put things right. What happened Mr D was very unhappy th... (3 pages)View decision -
Decision Reference DRN-5787448
30 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5787448 The complaint Mr R complains Clydesdale Bank Plc trading as Virgin Money didn’t send him a notification letting him know his cash ISA was due to mature. He says he lost out of interest as a result. What happened Mr R has a cash ISA with Virgin Money with a substantial balanc... (2 pages)View decision -
Decision Reference DRN-5866364
30 Oct 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5866364 The complaint Mr A complains about the amount Admiral Insurance (Gibraltar) Limited (Admiral) paid to settle his car insurance claim. What happened In February 2025 Mr A was involved in a car accident and made a claim against his policy. Admiral deemed Mr A’s car was a tota... (3 pages)View decision -
Decision Reference DRN-5913559
30 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5913559 The complaint Ms F is unhappy Nationwide Building Society (“Nationwide”) won’t refund her all of the money she lost to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (4 pages)View decision -
Decision Reference DRN-5896874
30 Oct 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5896874 The complaint Mr I complains that Kroo Bank Ltd decided not to refund him the money he lost through a scam. Mr I has brought his complaint to us via a representative, but I will refer to him throughout for simplicity. What happened Mr I said he was told about an investment... (5 pages)View decision -
Decision Reference DRN-5862512
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5862512 The complaint Mrs A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) should pay more compensation after it declined payments she wanted to make. What happened In April 2025, NatWest declined two payments when Mrs A tried to use her debit card whil... (3 pages)View decision -
Decision Reference DRN-5742728
30 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5742728 The complaint Mr O complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened Mr O was the victim of a job task scam after seeing an advert for part-time work online. He was told that he could earn commission from posting r... (2 pages)View decision -
Decision Reference DRN-5892259
30 Oct 2025 Intrum Mortgages UK Finance Limited Not upheldMortgagesDRN-5892259 The complaint Mr and Mrs W’s complaint relates to a second charge secured loan they have with Intrum Mortgages UK Finance Limited trading as Intrum Mortgages. They believe that the decision to lend to them was irresponsible as the loan was not affordable. What happened Mr an... (3 pages)View decision
