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 367928 results
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Decision Reference DRN-5370691
25 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5370691 The complaint Mr B complains about the amount Admiral Insurance (Gibraltar) Limited paid him for a claim he made on his motor insurance policy after his car was declared a total loss. Reference to Admiral includes its agents. What happened Mr B holds a motor insurance policy... (2 pages)View decision -
Decision Reference DRN-5015394
25 Mar 2025 Schroder Investments Limited Not upheldInvestmentsDRN-5015394 The complaint Mr T complains that Schroder Investments Limited (“Schroder”) won’t give him access to their online portal until he sends them copies of documents to verify his identity and address. What happened Mr T holds an investment account with Schroder. He moved abroad ... (3 pages)View decision -
Decision Reference DRN-5371535
25 Mar 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5371535 The complaint Mrs C complains that Creation Financial Services Limited has treated her unfairly in relation to a payment she made on her Creation credit card. What happened In June 2022 Mrs C and her husband contracted with a third-party timeshare relinquishments company (I... (5 pages)View decision -
Decision Reference DRN-5074281
25 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5074281 The complaint Mr N complains Barclays Bank UK PLC (“Barclays”) failed to make up the £2,000 missing from a cash withdrawal he made in branch, and he would like the disputed amounted refunded. What happened The facts of this complaint are well known to both parties, so I won’... (2 pages)View decision -
Decision Reference DRN-5183027
25 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5183027 The complaint Mr H is unhappy that HSBC UK Bank Plc decided not to refund him after he’d been the victim of a scam. Mr H is bringing his complaint using a claims management company which I’ll refer to as J. What happened Mr H decided to invest in a company I’ll refer to as ... (5 pages)View decision -
Decision Reference DRN-5382054
25 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5382054 The complaint Ms L is unhappy that National Westminster Bank Plc (“NatWest”) won’t allow her to add her debit or credit cards to an electronic wallet. What happened Ms L tried to add her NatWest debit and credit cards to a well-known electronic wallet but was unable to do so... (3 pages)View decision -
Decision Reference DRN-5395201
25 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5395201 The complaint Mr T, through a representative, says Zopa Bank Limited irresponsibly lent to him. What happened Zopa operates the lending platform which gave Mr T a 60-month loan for £13,640 on 2 February 2017. The monthly repayments were £271.54 and the total repayable was £1... (3 pages)View decision -
Decision Reference DRN-5403024
25 Mar 2025 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-5403024 The complaint Mr T complains that Mortgage Advice Bureau Limited (MAB) misadvised him on the amount he could borrow when moving house. He says this caused him significant financial losses. What happened In May 2024, Mr T spoke with an advisor who was an appointed representat... (3 pages)View decision -
Decision Reference DRN-5425366
25 Mar 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5425366 The complaint Mr W has complained about the actions of The Prudential Assurance Company Limited (“Prudential”) when it transferred his personal pension to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) in 2016. Mr W’s QROPS was used to invest in various assets, in... (14 pages)View decision -
Decision Reference DRN-5302376
25 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5302376 The complaint Mr W, a sole trader, has made several complaints about the actions of National Westminster Bank Plc. Briefly, he is unhappy about the level of financial support that NatWest gave to his business. I will set out his complaints in more detail below. What happene... (5 pages)View decision
