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 374385 results
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Decision Reference DRN-5784446
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5784446 The complaint Miss B has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) started charging her a monthly fee for a Select Platinum packaged account. Miss B is unhappy with this because, when she left NatWest, she says she was told she’d get the S... (4 pages)View decision -
Decision Reference DRN-5775740
29 Aug 2025 Millennium Insurance Company Limited UpheldInsuranceDRN-5775740 The complaint Mr S has complained about the service provided by Millenium Insurance Company Limited (‘Millenium’) in relation to his boiler under his home emergency insurance policy. For the avoidance of doubt, the term ‘Millenium’ includes its agents and representatives for... (5 pages)View decision -
Decision Reference DRN-5330394
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5330394 The complaint Mr C complains that HSBC UK Bank Plc won’t refund money he said he lost to a scam. What happened In summary, In July and August 2024 Mr C made payments of approximately £3,132.42 towards what he thought was a legitimate cryptocurrency investment. He said he was... (2 pages)View decision -
Decision Reference DRN-5784441
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5784441 The complaint Mrs C complains Lloyds Bank Plc acted unfairly by not refunding a payment she made using her debit card. What happened In June 2024 Mrs C placed an order for a bathroom suite from a company I’ll refer to as B. She paid a total of £11,080 for a shower, vanity un... (4 pages)View decision -
Decision Reference DRN-5720883
29 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5720883 The complaint Mr A complains that Royal & Sun Alliance Insurance Limited (“RSA”) trading as More Th>n declined a claim on his legal expenses insurance policy. Where I refer to RSA, this includes its agents and claims handlers acting on its behalf. What happened Mr A t... (2 pages)View decision -
Decision Reference DRN-5030456
29 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5030456 The complaint Mr O has complained that Lloyds Bank PLC won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think the company Mr O sent the money to was operating as scam at the time the payments were ... (2 pages)View decision -
Decision Reference DRN-5783746
29 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5783746 The complaint Ms R complains about how Fortegra Europe Insurance Company Ltd dealt with and settled a claim she made for damage to her sofa. What happened The background to this complaint and my initial conclusions were set out in my provisional decision dated 21 July 2025 ... (7 pages)View decision -
Decision Reference DRN-5696685
29 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5696685 The complaint Mrs K complains that Bank of Scotland plc (BoS) unfairly withdrew its acceptance of her negative equity property sale application. What happened Mrs K is represented by her son – Mr S. But, for simplicity. I’ll refer to anything he’s told us in relation to her... (4 pages)View decision -
Decision Reference DRN-5775299
29 Aug 2025 Topaz Finance Limited Not upheldMortgagesDRN-5775299 The complaint Ms B is unhappy with Topaz Finance Limited trading as Hessonite Mortgage’s approach to handling her mortgage account. She believes Hessonite should have acted sooner, and that its failure to do so has negatively impacted her. What happened Ms B took out a Buy-t... (5 pages)View decision -
Decision Reference DRN-5784283
29 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5784283 The complaint Mr C complains that Nationwide Building Society will not refund money he says he lost to a scam. Mr C is represented by a firm, but for ease, I have only referred to Mr C in my decision. What happened The background to this complaint is well known to both parti... (3 pages)View decision
