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 380712 results
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Decision Reference DRN-5896144
29 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5896144 The complaint Mr R and Mrs R complain that Nationwide Building Society wouldn’t help them to make a payment to existing payee details when they were on holiday. What happened Mr R and Mrs R explain that while abroad they wanted to transfer £100 to another bank account held b... (3 pages)View decision -
Decision Reference DRN-5879439
29 Oct 2025 esure Insurance Limited Not upheldInsuranceDRN-5879439 The complaint Miss Z complains that esure Insurance Limited unfairly settled a claim on her motor insurance policy. What happened Miss Z was in a driving incident when her car was in a collision with another. She claimed on her esure policy holding the other driver (the thir... (2 pages)View decision -
Decision Reference DRN-5854710
29 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5854710 The complaint Mr A complains about the service Aviva Insurance Limited (“Aviva”) gave him under his domestic emergency insurance policy when he made a claim for a blocked drain. What happened Mr A had a domestic emergency insurance policy from Aviva covering various home eme... (3 pages)View decision -
Decision Reference DRN-5757990
29 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5757990 The complaint Mr S complains that Barclays Bank UK PLC (“Barclays”), have failed to refund money that he says he lost as part of an investment What happened Mr S came across a company that purported to be an investment firm, but he says it was actually a scammer that I will ... (2 pages)View decision -
Decision Reference DRN-5509129
29 Oct 2025 Mercer Limited Not upheldPensions and AnnuitiesDRN-5509129 The complaint Mrs K complains that Mercer Limited has failed to provide her with an ongoing service after she became a member of her former employer’s group stakeholder pension plan (‘GSPP’) on the advice of a business that Mercer later acquired. What happened In 2004, Mrs ... (4 pages)View decision -
Decision Reference DRN-5746777
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5746777 The complaint Mrs S complains about Bank of Scotland plc (BOS) after she reported an unrecognised transaction on her bank account. As a result, Mrs S says BOS caused prolonged anxiety, distress and inconvenience. What happened In March 2025, Mrs S noticed a credit of £25 on h... (3 pages)View decision -
Decision Reference DRN-5876418
29 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5876418 The complaint Mr C complains that Barclays Bank UK PLC unfairly closed his bank accounts without providing a proper explanation. What happened Mr C had a current account and investment ISA account with Barclays. In October 2024, Barclays reviewed Mr C’s accounts. Following... (4 pages)View decision -
Decision Reference DRN-5907095
29 Oct 2025 Brown Shipley & Co Limited Not upheldInvestmentsDRN-5907095 The complaint Mr and Mrs S have complained about the way in which Brown Shipley & Co Limited managed their investment portfolios, and the service they received from the business. What happened I have previously issued a provisional decision regarding this complaint. The... (11 pages)View decision -
Decision Reference DRN-5742166
29 Oct 2025 AA Underwriting Insurance Company Limited Not upheldInsuranceDRN-5742166 The complaint Mr and Mrs B complain that AA Underwriting Insurance Company Limited declined a claim they made under their contents insurance policy. As Mr B has primarily dealt with the matter, I’ll refer to him on behalf of Mrs B for ease of reading. Reference to AA includ... (2 pages)View decision -
Decision Reference DRN-5909562
29 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5909562 The complaint Mr H complains that Santander UK Plc: 1. Did not apply a payment to his buy-to-let mortgage correctly. 2. Incorrectly told him that he did not have an overpayment allowance remaining on another buy-to-let mortgage. What happened This complaint concerns two buy-... (3 pages)View decision
