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 366763 results
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Decision Reference DRN-5469529
23 May 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5469529 The complaint Mr G complains that Advantage Insurance Company Limited (“Advantage”) unfairly considered him at fault for an accident claim and cancelled his motor insurance policy. What happened Mr G was made aware by Advantage that a third-party (TP) was making a claim agai... (4 pages)View decision -
Decision Reference DRN-5514508
23 May 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5514508 The complaint Mrs W and Mr W complain about Royal & Sun Alliance Insurance Limited (“RSA”) regarding damage which they think was done by RSA’s agent following an escape of water claim. They want RSA to compensate them for the value of a replacement rug. What happened Mrs... (3 pages)View decision -
Decision Reference DRN-5467665
23 May 2025 Nationwide Building Society Not upheldMortgagesDRN-5467665 The complaint Mr H complains that Nationwide Building Society incorrectly recorded his property address on their system when he took out his mortgage in 1999. Mr H has said this has caused substantial long-lasting impact. He said this includes other people successfully misus... (6 pages)View decision -
Decision Reference DRN-5498050
23 May 2025 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. Not upheldInsuranceDRN-5498050 The complaint Mr V has complained about the service that Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. trading as Telefonica Insurance UK Branch provided when he made a claim for damage to his mobile phone under his mobile phone insurance policy. What happened... (6 pages)View decision -
Decision Reference DRN-5576561
23 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5576561 The complaint Mr S complains Barclays Bank UK PLC recorded a fraud marker at Cifas and closed his account. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this complaint and invited both parties to let me have any further comments ... (5 pages)View decision -
Decision Reference DRN-5262447
23 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5262447 The complaint Miss M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY irresponsibly increased the credit limit on her credit card account. What happened In 2006 Miss M opened a credit card account with NatWest. The card credit limit was initially set at £1,10... (4 pages)View decision -
Decision Reference DRN-5577859
23 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5577859 The complaint Mr B, who is represented a by a professional representative (“PR”) complains that HSBC UK Bank Plc (“HSBC”) rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In August 2020 Mr B and his wife entered into an agreement with a co... (3 pages)View decision -
Decision Reference DRN-5473459
23 May 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5473459 The complaint Mr A complains about British Gas Insurance Limited (“British Gas”) for cancelling his policy at the first appointment, and for its engineer removing a part from his boiler. What happened Mr A is a landlord. In May 2024, he contacted British Gas to enquire about... (3 pages)View decision -
Decision Reference DRN-5525005
23 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5525005 The complaint Mr C complains Barclays Bank UK PLC won’t refund him for losses he experienced during Barclays’ recent IT outage. What happened Mr C was looking to book a property and says the IT outage stopped him making a payment, and he lost out on his first choice of acc... (3 pages)View decision -
Decision Reference DRN-5222698
23 May 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5222698 The complaint Miss R has complained about the supply of a car provided on finance by Motability Operations Limited (“MOL”). What happened MOL supplied Miss R with a new car on a hire agreement in May 2024. The agreement set out the minimum term and the duration of hire. It ... (3 pages)View decision
