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 369228 results
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Decision Reference DRN-5397092
30 Apr 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5397092 The complaint Mr T has complained about the price HDI Global Speciality SE has charged for his pet insurance policy. What happened The circumstances aren’t in dispute, so I’ll summarise the main points: In 2014, Mr T took out a pet insurance policy for his dog, through a... (3 pages)View decision -
Decision Reference DRN-5488483
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5488483 The complaint Mrs N complains on behalf of Ms P about the service received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) when registering a Deputyship Order on Ms P’s account. In particular, Mrs N is unhappy she wasn’t notified about the stop put on the a... (4 pages)View decision -
Decision Reference DRN-5343310
30 Apr 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5343310 The complaint Mr R complains about excess mileage charges when his agreement with LeasePlan UK Limited ended. What happened In July 2016 Mr R was supplied with a van and entered into a hire agreement with LeasePlan. The rental term was 36 months with monthly rentals of £248.... (2 pages)View decision -
Decision Reference DRN-5241840
30 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5241840 The complaint A company which I’ll refer to as ‘S’ complains that Barclays Bank UK Plc failed to stop gambling transactions from leaving its account. The complaint is brought on S’s behalf by its director, Mr M. What happened Mr M told us: He applied for a Bounce Back L... (3 pages)View decision -
Decision Reference DRN-5456187
30 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5456187 The complaint Mr L complains Nationwide Building Society (“Nationwide”) applied restrictions to his account and won’t lift them until he answers questions he considers invasive and illegal. What happened Mr L attempted to make a payment of £580 from his Nationwide account to... (3 pages)View decision -
Decision Reference DRN-5305078
30 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5305078 The complaint Mr T complains that Aviva Insurance Limited hasn’t settled a cancellation claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the main eve... (4 pages)View decision -
Decision Reference DRN-5454538
30 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5454538 The complaint Mr M complains about the service received from Barclays Bank UK PLC (“Barclays”) when he contacted it about his debit card not working when transacting online. Mr M wants Barclays to get the network processor (“X”) to investigate the matter rather than having t... (3 pages)View decision -
Decision Reference DRN-5447241
30 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5447241 The complaint Mr C complains about the service received from Bank of Scotland Plc (“BOS”) when setting up a savings account for Mrs C who he holds Power of Attorney (POA) for. In particular, he is unhappy that interest was paid to an account he doesn’t recall nominating. Wha... (4 pages)View decision -
Decision Reference DRN-5457243
30 Apr 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5457243 The complaint Mr C complains Kroo Bank Ltd unfairly declined his account application. What happened Mr C applied for an account with Kroo and the application was declined. Mr C complained to Kroo and it reviewed his application again, and approved it, opening the account. ... (4 pages)View decision -
Decision Reference DRN-5520179
30 Apr 2025 J M Finn & Co Ltd UpheldInvestmentsDRN-5520179 The complaint Mr G has complained about the service he received from JM Finn & Co Ltd, trading as JM Finn (‘JM Finn’), in the management of his discretionary investment portfolio. Briefly, he says the relationship wasn’t managed with skill, care or diligence, decision ma... (12 pages)View decision
