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 367300 results
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Decision Reference DRN-5391952
18 Mar 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5391952 The complaint Ms M is unhappy that AmTrust Europe Limited has refused to meet a claim under her legal expenses insurance policy. AmTrust Specialty Limited is the underwriter of the policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to... (5 pages)View decision -
Decision Reference DRN-5404713
18 Mar 2025 Liverpool Victoria Financial Services Limited UpheldInvestmentsDRN-5404713 The complaint Mr M complains that the final bonus on his with-profits life ISA decreased, despite him investing more money, and that Liverpool Victoria Financial Services Limited (“LVFS”) didn’t clearly explain the reasons why. He says there was a market value reduction (“MV... (3 pages)View decision -
Decision Reference DRN-5404892
18 Mar 2025 NCO Europe Limited UpheldConsumer CreditDRN-5404892 The complaint Miss T complains about the service she received from NCO Europe Limited (NCO) when trying to get some information about her debt account. What happened Miss T has a debt account which NCO administers on behalf of the debt servicer. In August 2024 Miss T called ... (2 pages)View decision -
Decision Reference DRN-5199888
18 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5199888 The complaint Miss I complains National Westminster Bank Plc (“NatWest”): Blocked and the closed her accounts and did so without explanation. Only allowed access to her funds during the time the accounts were blocked by going into a branch which was impossible for her d... (4 pages)View decision -
Decision Reference DRN-5405113
18 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5405113 The complaint Mr and Mrs C complain that esure Insurance Limited (Esure) declined a claim made under their home insurance. What happened Mr and Mrs C noticed internal water ingress damage to their home and made a claim for storm damage to Esure, their home insurer. A surve... (4 pages)View decision -
Decision Reference DRN-4948507
18 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4948507 The complaint Mr S complains that Santander UK Plc won’t reimburse him after he made a payment for a fee, which he now considers to have been an authorised push payment (APP) scam. What happened Mr S has explained that after his mother sadly passed away, her home abroad was ... (2 pages)View decision -
Decision Reference DRN-5390790
18 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5390790 The complaint Miss K complains that £100 paid to her by TSB Bank plc (‘TSB’) is insufficient compensation after it admitted misinforming her about a pre-authorised payment transaction. To put things right, Miss K wants TSB to pay her further compensation to reflect the distr... (4 pages)View decision -
Decision Reference DRN-5393643
18 Mar 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5393643 The complaint Miss P complains that Legal and General Assurance Society Limited (L&G) has turned down an incapacity claim she made on a group income protection insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply ... (6 pages)View decision -
Decision Reference DRN-5207884
18 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5207884 The complaint Mr H complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll summarise what happened and f... (8 pages)View decision -
Decision Reference DRN-5295753
18 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5295753 The complaint Mr L complains about how Nationwide Building Society (NBS) treated him when a third party paid in a large amount to his bank account. Mr L says this caused stress, inconvenience, as well as lost interest. What happened In December 2024, a third party sent a lar... (3 pages)View decision
