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 381196 results
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Decision Reference DRN-5808119
29 Sep 2025 WAHED INVEST LTD Not upheldInvestmentsDRN-5808119 The complaint Mr S complains that he received a significantly lower amount than was indicated when he made a withdrawal from his accounts held with Wahed Invest Ltd (Wahed). What happened Mr S decided to withdraw funds from his account in April 2025 based on the information... (3 pages)View decision -
Decision Reference DRN-5620855
29 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5620855 The complaint Mr R has complained Kroo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In 2023 Mr R opened an account with Kroo. He was young at the time and under the influence of a third party who’d encouraged him to... (2 pages)View decision -
Decision Reference DRN-5845242
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5845242 The complaint Mr E complains that HSBC UK Bank Plc trading as first direct refuse to initiate a direct debit indemnity claim for council tax payments made. What happened Mr E has grave concerns over the use to which his council tax payments have been put. He wrote to his cou... (3 pages)View decision -
Decision Reference DRN-5674691
29 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5674691 Complaint Miss D is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn’t do more to help her after she reported a scam. Background In early 2023, Miss D made payments in connection with a university course overseas. She used her NatWest card to ma... (2 pages)View decision -
Decision Reference DRN-5703217
29 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5703217 The complaint Mr and Mrs G, and Ms G, have complained that Aviva Insurance Limited declined a claim they made on a travel insurance policy. As it is Mr G leading on the complaint, for ease, I will mostly just be referring to him in this decision. What happened Mr G and fam... (3 pages)View decision -
Decision Reference DRN-5624006
29 Sep 2025 Santander UK Plc Not upheldInsuranceDRN-5624006 The complaint Ms Y complains that Santander UK Plc (‘Santander’) mis-sold her a home insurance policy. What happened The following is intended as a summary of key events only. Ms Y purchased a home insurance policy from Santander. The policy was underwritten by an insurer ... (2 pages)View decision -
Decision Reference DRN-5793344
29 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5793344 The complaint Mrs W transactions she didn’t authorise. What happened In April 2024, Mrs W contacted Halifax to dispute four transactions she’d seen on her account. The first took place on 14 February and was for £3,064. There were then two monthly subscriptions of £69 for th... (3 pages)View decision -
Decision Reference DRN-5776284
29 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5776284 The complaint A limited company I’ll refer to as N complains that Metro Bank Plc have declined to refund them for losses they incurred through an investment scam. They’d like the funds returned to them. N has appointed professional representatives to manage this complaint, ... (4 pages)View decision -
Decision Reference DRN-5655809
29 Sep 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5655809 The complaint Mr M complains that Haven Insurance Company Limited unfairly cancelled his motor insurance policy. Mr M’s father has helped him to bring this complaint. But, for simplicity, in this decision I will refer to his father’s comments as being Mr M’s. Reference to Ha... (2 pages)View decision -
Decision Reference DRN-5727565
29 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5727565 The complaint Mr and Mrs B are unhappy that Aviva Insurance Limited has maintained its decision to decline the claim for unused accommodation costs under a travel insurance policy (‘the policy’). What happened Mr and Mrs B cancelled a holiday due to Mrs B injuring her arm. ... (3 pages)View decision
