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-5685351
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5685351 The complaint Mr K is unhappy with the service he received when he applied for a new account with Santander UK Plc. What happened On 5 December 2024 Mr K opened a new savings account and paid in a four-figure amount in total. Santander’s system flagged up an alert on the ac... (3 pages)View decision -
Decision Reference DRN-5704980
31 Jul 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5704980 The complaint Mrs B is unhappy with the increase in the cost of her policy, at renewal of her lifetime pet insurance policy. What happened Mrs B has had pet insurance with Red Sands Insurance Company (Europe) Limited several years covering her dog, hereafter referred to as ... (3 pages)View decision -
Decision Reference DRN-5629638
31 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5629638 Complaint Mrs R is unhappy that Barclays Bank UK PLC didn’t reimburse her after she reported falling victim to a scam. Background In late 2018, Mrs R became aware of an investment opportunity through a friend, who told her and her husband about a small firm (referred to here... (3 pages)View decision -
Decision Reference DRN-5625451
31 Jul 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5625451 The complaint Mr A complains about Mulsanne Insurance Company Limited (Mulsanne) declining a claim under his motor insurance policy for the theft of his vehicle. Any reference to Mulsanne in this decision includes their agents. Mr A was supported by a representative when b... (3 pages)View decision -
Decision Reference DRN-5663566
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5663566 The complaint Miss M complains that National Westminster Bank Public Limited Company (NatWest) won’t refund money she says she lost to an investment scam. Miss M is being supported in making her complaint by a representative. But for ease, I’ll only refer to Miss M in this d... (5 pages)View decision -
Decision Reference DRN-5272196
31 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5272196 The complaint Ms U has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money which she explained she lost in a scam. What happened Ms U explained that she was introduced to an investor’s group, where two cryptocurrency investment schemes were promo... (3 pages)View decision -
Decision Reference DRN-5272152
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5272152 The complaint Ms U has complained that Monzo Bank Ltd won’t refund the money which she explained she lost in a scam. What happened Ms U explained that she was introduced to an investor’s group, where two cryptocurrency investment schemes were promoted. She explained that the... (3 pages)View decision -
Decision Reference DRN-5646053
31 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5646053 The complaint Mr G has complained about the way Royal & Sun Alliance Insurance Limited (RSA) have dealt with issues he raised about repairs for a claim made under a home insurance policy he shares jointly with Mrs G. What happened Mr G made a claim for water damage to hi... (2 pages)View decision -
Decision Reference DRN-5726175
31 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5726175 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘the Lender’), acted unfairly and unreasonably by: (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Cre... (3 pages)View decision -
Decision Reference DRN-5502098
31 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5502098 The complaint N, a limited company, complains about the settlement of a storm damage claim by The National Farmers' Union Mutual Insurance Society Limited. What happened In January 2024 N claimed on its business protection insurance policy with NFU following storm damag... (2 pages)View decision
