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 375266 results
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Decision Reference DRN-5797317
4 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5797317 The complaint Mr M complains that Admiral Insurance (Gibraltar) motor insurance claim following the total loss of his vehicle. What happened The following is intended as a summary of key events only. Mr M held a motor insurance policy underwritten by Admiral. He contacted ... (4 pages)View decision -
Decision Reference DRN-5697505
4 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5697505 The complaint Mrs M and Miss M have complained about the way their motor insurer, Watford Insurance Company Europe Limited (‘Watford’) dealt with a claim they made on their policy. The complaint was brought to us by Miss M who is a named driver on the policy so for ease I w... (5 pages)View decision -
Decision Reference DRN-5409010
4 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5409010 The complaint Mr and Ms J complain that HSBC UK Bank Plc (trading as First Direct) won’t refund the money they lost when they say they fell victim to a scam. Mr and Ms J are represented in this complaint by a solicitor, but for simplicity I will refer to Mr and Ms J through... (4 pages)View decision -
Decision Reference DRN-5313839
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5313839 The complaint Mr M complains that Santander UK Plc has failed to refund money he lost to a scam. What happened Mr M was contacted on social media by someone who, after exchanging some messages, told him about an investment opportunity with a company I will call K. Mr M visi... (3 pages)View decision -
Decision Reference DRN-5797357
4 Sep 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5797357 The complaint Mrs C is unhappy that The Co-operative Bank Plc, trading as Smile, charged purchase interest on her credit account. What happened Mrs C had a credit account with Smile and made monthly payments to pay off the full purchase balance accrued that month to avoid i... (3 pages)View decision -
Decision Reference DRN-5589811
4 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5589811 The complaint Mrs A and Mr A complain about the level of service provided by Aviva Insurance Limited following a claim made on their motor insurance policy. Mrs A and Mr A are named drivers on each other’s policies. What happened Mrs A’s car was damaged in an incident and A... (3 pages)View decision -
Decision Reference DRN-5596193
4 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5596193 The complaint A charity, which I will refer to as B, complains that Lloyds Bank Plc has changed its existing fee-free Treasurers’ Account to a fee-paying Community Account. What happened Lloyds told us: • In October 2024 it wrote to B to explain that it was changing B’s ex... (3 pages)View decision -
Decision Reference DRN-5797070
4 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5797070 The complaint Mr H says Clydesdale Bank Plc, trading as Virgin Money, adjusted off a payment he made towards his credit card balance and that that decision has caused him some distress and inconvenience. What happened I issued a provisional decision on this complaint in Aug... (3 pages)View decision -
Decision Reference DRN-5772078
4 Sep 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5772078 The complaint Mrs B complains that Legal and General Assurance Society Limited (L&G) declined a claim on her critical illness policy. What happened Mrs B took out a life and critical illness policy with L&G in May 2009. I was sorry to hear that in April 2025, Mrs B w... (2 pages)View decision -
Decision Reference DRN-5733795
4 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5733795 The complaint Mr O complains that Nationwide Building Society did not provide him with a permanent refund of a payment, as it should have done under the direct debit indemnity scheme. What happened At the end of December 2024 Mr O took out an insurance policy. He chose to pa... (2 pages)View decision
