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 381082 results
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Decision Reference DRN-5644353
8 Sep 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5644353 The complaint Ms O is complaining Haven Insurance Company Limited cancelled her motor insurance policy. What happened Haven was contacted by a third party who said Ms O’s vehicle had collided with their stationary vehicle. The vehicle was in the possession of Ms O’s sister –... (7 pages)View decision -
Decision Reference DRN-5769120
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5769120 The complaint Mr W complains that Nationwide Building Society (“NBS”) failed to provide him with information regarding the interest earned on accounts he held with it resulting in an underpayment of income tax. What happened Mr W held two savings accounts with NBS that close... (3 pages)View decision -
Decision Reference DRN-5692668
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5692668 The complaint Mr B complains National Westminster Bank PLC (“NatWest”) failed to act on his instruction to make funds available to him and resolve things to his satisfaction. What happened A summary of what happened is below. Mr B says he has written to NatWest five times si... (2 pages)View decision -
Decision Reference DRN-5623687
8 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5623687 The complaint Mr N complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr N throughout this decision. What happened The background is known to both parties... (3 pages)View decision -
Decision Reference DRN-5799076
8 Sep 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5799076 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited, trading as Mobilize Financial Services, (“RCI”) was of an unsatisfactory quality. When I refer to what Mr O has said and what RCI has said, it shoul... (5 pages)View decision -
Decision Reference DRN-5802522
8 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5802522 The complaint Mr S complains about how Watford Insurance Company Europe Limited (‘Watford’) handled a claim on his motor insurance following an accident. Mr S’s policy was sold and is administered by a third party company. Watford used another company to handle Mr S’s claim ... (4 pages)View decision -
Decision Reference DRN-5802658
8 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5802658 The complaint Mr W complains that HSBC UK Bank Plc has treated him unfairly in relation (to its obligations with regard) to payments he made on his John Lewis credit card. What happened In November 2020 Mr W paid the merchant (who I will refer to as C) to help him exit his e... (3 pages)View decision -
Decision Reference DRN-5503402
8 Sep 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5503402 The complaint Mr and Mrs H complain that HSBC UK Bank Plc refused their application for further borrowing on their mortgage. What happened In 2020 Mr and Mrs H took a mortgage with HSBC. In 2024, they applied for further borrowing at the same time as taking a new fixed inter... (2 pages)View decision -
Decision Reference DRN-5715603
8 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5715603 The complaint Mr M has complained that U K Insurance Limited (UKI) has declined a claim he made on a travel insurance policy. What happened Mr M became unwell whilst abroad in September 2024 and spent ten days in hospital. Upon his discharge, he made a claim for reimburseme... (2 pages)View decision -
Decision Reference DRN-5648003
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5648003 The complaint X complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) misled her about whether she would be able to obtain additional borrowing on her mortgage, and then refused her application. What happened X had a mortgage with NatWest. She planned to car... (8 pages)View decision
