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 375425 results
-
Decision Reference DRN-5436210
23 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5436210 The complaint H, a limited company, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY caused it to lose out on purchasing a property due to the delay in opening H’s business account. What happened The details of this complaint are well known to both parties, so... (2 pages)View decision -
Decision Reference DRN-5709557
23 Jul 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5709557 The complaint Dr Y is unhappy with the decision made by Accredited Insurance (Europe) Ltd following a claim for accidental damage to underground pipes made under Dr Y’s home insurance policy. What happened Dr Y took out a home insurance policy with Accredited. The policy de... (4 pages)View decision -
Decision Reference DRN-5709405
23 Jul 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5709405 The complaint Limited companies B1 and B2 complain about Great Lakes Insurance UK Limited’s decision to cancel a New Homes warranty policy. Mr C, a director of both companies, brings the complaint on their behalf. For ease, I will refer to Mr C in this decision. Great Lakes ... (5 pages)View decision -
Decision Reference DRN-5271385
23 Jul 2025 Black Horse Limited UpheldConsumer CreditDRN-5271385 The complaint Mr K complains about the quality of a car supplied by Black Horse Limited (‘BH’) on finance. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes wit... (3 pages)View decision -
Decision Reference DRN-5709399
23 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5709399 The complaint Miss F complains that Nationwide Building Society won’t refund her all of the money she lost, after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service, Miss F is assisted by a representative, who I’ll refer to... (7 pages)View decision -
Decision Reference DRN-5706039
23 Jul 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5706039 The complaint Miss S complains about how Mulsanne Insurance Company Limited handled a claim made on her motor insurance policy and that it then declined the claim. What happened Miss S took out a motor insurance policy with Mulsanne through an online comparison site. When h... (4 pages)View decision -
Decision Reference DRN-5595976
23 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5595976 The complaint Mr P complains Vanquis Bank Limited (Vanquis) failed to carry out sufficient financial checks before it approved a credit card facility for him and subsequently increased the limits on that account. What happened Mr P says Vanquis approved a credit card account... (3 pages)View decision -
Decision Reference DRN-5673758
23 Jul 2025 Orchard House (IFAs) Ltd Not upheldMortgagesDRN-5673758 The complaint Mr and Mrs N complain about mortgage advice they received from Orchard House (IFAs) Ltd. What happened In 2020, at the time they approached Orchard House for advice, Mr and Mrs N had two mortgages: A residential mortgage for around £305,500 on interest only t... (4 pages)View decision -
Decision Reference DRN-5709785
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5709785 The complaint Mr M complains Barclays Bank UK PLC (“Barclays”) closed his accounts unfairly without notification and withheld his funds from him. Mr M was unhappy he had to provide evidence of proof of entitlement to the funds, and ID documents to get his funds released. Wha... (4 pages)View decision -
Decision Reference DRN-5709950
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709950 The complaint Mr I is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr I fell victim to a cruel cryptocurrency investment scam. In November 2023, he made the fo... (4 pages)View decision
