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 375868 results
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Decision Reference DRN-5571398
1 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5571398 The complaint Ms W is unhappy with Santander UK Plc. Ms W made attempts at international money transfers and these failed costing her large sums of money. Ms W was also upset by the poor customer service. What happened She said she had lost two separate amounts over the att... (4 pages)View decision -
Decision Reference DRN-5437897
1 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5437897 The complaint Mr F complains about how Royal & Sun Alliance Insurance Limited trading as RSA handled claims he made on his commercial property insurance policy. Reference to RSA includes its agents. What happened Mr F held a commercial property insurance policy, a landlo... (3 pages)View decision -
Decision Reference DRN-5655776
1 Aug 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5655776 The complaint Miss S complains that a car acquired with finance from N.I.I.B. Group Limited trading as Northridge Finance (Northridge) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly sum... (3 pages)View decision -
Decision Reference DRN-5730338
1 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5730338 The complaint Miss S complains about the way Admiral Insurance (Gibraltar) Limited (‘Admiral’) handled a motor insurance claim she made. What happened Miss S held a motor insurance policy underwritten by Admiral. She contacted them in September 2023 to make a claim as she b... (3 pages)View decision -
Decision Reference DRN-5730474
1 Aug 2025 Seedrs Limited Not upheldInvestmentsDRN-5730474 The complaint Miss T complains that Seedrs Limited failed to provide her with sufficient information regarding a pre-emption round on some shares she purchased through the platform. What happened Miss T has been investing through Seedrs since 22 June 2019 and purchased share... (3 pages)View decision -
Decision Reference DRN-5688231
1 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5688231 The complaint Mrs P is unhappy with the service provided by Admiral Insurance (Gibraltar) Limited (Admiral) following a claim made on her car insurance policy. Admiral is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed on ... (3 pages)View decision -
Decision Reference DRN-5691823
1 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5691823 The complaint Mrs H complains that Lloyds Bank PLC (“Lloyds”) gave her a credit card and then increased her credit limit when she couldn’t afford it. What happened I’ve summarised Mrs H’s card approval and credit limit increases in the table below. Date Event Credit limit I... (5 pages)View decision -
Decision Reference DRN-5552383
1 Aug 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5552383 The complaint Mr B complains that Starling Bank Limited (“Starling”) won’t refund in full the money he lost when he fell victim to an impersonation scam. What happened In May 2024, Mr B fell victim to an impersonation scam. He received a call from an individual who claimed ... (6 pages)View decision -
Decision Reference DRN-5381021
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5381021 The complaint Miss H complains that National Westminster Bank Public Limited Company (‘NatWest’) have not refunded money that she lost when she was the victim of a scam. What happened The details of this complaint are well known to both parties so I will not go into every de... (3 pages)View decision -
Decision Reference DRN-5446688
1 Aug 2025 DEVITT INSURANCE SERVICES LIMITED Not upheldInsuranceDRN-5446688 The complaint Mr B complains about the charges that Devitt Insurance Services Limited applied when he cancelled his motorcycle insurance policy. What happened Mr B took out a motorcycle insurance policy with Devitt through an online comparison site. Less than six months later, ... (2 pages)View decision
