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 381196 results
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Decision Reference DRN-5702454
10 Sep 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5702454 The complaint Mr D complains about the loan application he made to Nationwide Building Society. What happened Mr D says he received marketing material letting him know he was “pre-approved” for a loan. When he applied, though, Mr D’s application was declined. Mr D complain... (4 pages)View decision -
Decision Reference DRN-5607392
10 Sep 2025 American International Group UK Limited Not upheldInsuranceDRN-5607392 The complaint Mr C complains that AMERICAN INTERNATIONAL GROUP UK LIMITED (AIG) unfairly declined his claim under his single trip excess reimbursement policy. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brie... (2 pages)View decision -
Decision Reference DRN-5545582
10 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5545582 The complaint Mrs W complains that TSB Bank plc unfairly closed her sole accounts without notice or explanation. What happened In December last year, TSB contacted Mrs W and advised her it was closing her accounts immediately. Mrs W complained that this was done without noti... (2 pages)View decision -
Decision Reference DRN-5545569
10 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5545569 The complaint Mrs W and Mr W complain that TSB Bank plc unfairly closed their joint account. What happened In December 2024, TSB wrote to Mrs W and Mr W to advise that their account would be closing immediately. They complained to the bank because TSB did so without notice o... (2 pages)View decision -
Decision Reference DRN-5762089
10 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5762089 The complaint Mr and Mrs L have complained about the way Admiral Insurance (Gibraltar) Limited (Admiral) have handled the cancellation of the home insurance policy they held with them. What happened The details of what happened are well known to both parties, so I will just ... (2 pages)View decision -
Decision Reference DRN-5656315
10 Sep 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5656315 The complaint Mr G complains that Fortegra Europe Insurance Company Ltd (“Fortegra”) mishandled his claim on his car hire excess insurance policy. What happened Mr G went online and took out an annual multi-trip car hire excess policy in 2021. Mr G and Fortegra renewed the... (3 pages)View decision -
Decision Reference DRN-5400600
10 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5400600 The complaint Ms A complains that Nationwide Building Society won’t reimburse her after she fell victim to an investment scam. Ms A is professionally represented in bringing her complaint, but for ease of reading, I’ll refer, for the most part, to all submissions as being ma... (2 pages)View decision -
Decision Reference DRN-5775460
10 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5775460 The complaint Mr C is unhappy that Clydesdale Bank Plc, trading as Virgin Money, have reported adverse information to his credit file during a time that they wouldn’t tell him any information what he needed to pay. What happened In June 2024, a transaction on Mr C’s account ... (3 pages)View decision -
Decision Reference DRN-5305422
10 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5305422 The complaint Mr H complains that HSBC UK Bank Plc won’t refund the money he lost as a result of a scam. The complaint is brought on Mr H’s behalf by a professional representative. What happened The background to this complaint is well known to both parties. So, I’ll only ... (3 pages)View decision -
Decision Reference DRN-5571889
10 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5571889 The complaint Mr S has complained after AmTrust Specialty Limited (AmTrust) declined the claim he made under the gadget cover of his travel insurance policy. What happened Mr S says he purchased a laptop in January 2025. In February 2025, Mr S was at the airport and due to t... (2 pages)View decision
