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 375119 results
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Decision Reference DRN-5413833
2 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5413833 The complaint M is a company, and it has brought this complaint through its director, whom I’ll refer to as “Mr S”. M complains that National Westminster Bank Plc transferred its loan account to collection agents and that it closed its business account. What happened In May ... (2 pages)View decision -
Decision Reference DRN-5791018
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5791018 The complaint Mrs L complains about the way Santander UK Plc handled her request for a refund. What happened Mrs L paid for the installation and supply of ‘luxury vinyl tiles’ (‘LVT’) flooring (the ‘flooring’) from a business I’ll refer to as ‘T’. She paid £7,621, part payin... (3 pages)View decision -
Decision Reference DRN-5734904
2 Sep 2025 Allium Money Limited UpheldConsumer CreditDRN-5734904 The complaint Mr B complains about the outcome of a claim he made to Allium Money Limited (“Allium”) in relation to a conservatory installation. What happened The background to this complaint is well-known to Mr B and Allium, so I will only briefly summarise the main points.... (3 pages)View decision -
Decision Reference DRN-5691349
2 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5691349 The complaint Mr W complains about the way in which his account with HSBC UK Bank Plc trading as First Direct was handled and with the information he was given following some disputed transactions. What happened On 26 September 2024, Mr W was abroad when he noticed two payme... (4 pages)View decision -
Decision Reference DRN-5786806
2 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5786806 The complaint Mr B complains about the way Kroo Bank Ltd (“Kroo”) managed his current account after it put restrictions on it. What happened Mr B had a current account with Kroo. On 5 June 2024 Kroo put restrictions on the account. That meant that Mr B was unable to use his ... (3 pages)View decision -
Decision Reference DRN-5544932
2 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5544932 The complaint Mrs S complained that Ageas Insurance Limited (Ageas) unfairly declined her claim for storm damage, under her home buildings insurance policy. What happened Mrs S said her roof was damaged on 7 December 2024 during the named storm Darragh. This resulted in rain... (3 pages)View decision -
Decision Reference DRN-5772293
2 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5772293 The complaint A company I will call ‘B’ complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) blocked its account unfairly resulting in a failed direct debit payment. Mr W, a director of B, brings the complaint on behalf of the company. What happened... (3 pages)View decision -
Decision Reference DRN-5682693
2 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5682693 The complaint Mr C complaints esure Insurance Limited didn’t settle a claim against his home insurance policy fairly following a burglary. Mr C is represented. For ease of reading, I will refer to their actions collectively as Mr C’s actions. References to esure include the... (3 pages)View decision -
Decision Reference DRN-5404749
2 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5404749 The complaint Mr M complains that he was unable to make payments to his Creation Consumer Finance Ltd account. What happened In September 2024, Mr M raised a complaint with Creation because he found that he couldn’t make payments to his account and he was unhappy that Creati... (2 pages)View decision -
Decision Reference DRN-5759824
2 Sep 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5759824 The complaint Ms F and Mr K complain that Lloyds Bank General Insurance Limited declined a claim and voided their home insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giv... (3 pages)View decision
