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 375868 results
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Decision Reference DRN-5769320
8 Sep 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5769320 The complaint Mr R complains that Skrill Limited (“Skrill”) won’t allow him to withdraw money from his account without limits or fees being applied. Mr R wants Skrill to allow him to withdraw money from his account without these restrictions. What happened Mr R opened a Skri... (3 pages)View decision -
Decision Reference DRN-5802340
8 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5802340 The complaint Mr W has complained that Admiral Insurance (Gibraltar) Limited unfairly declined a claim under his home insurance policy for accidental damage to laminate flooring. What happened Mr W made a claim to Admiral after he accidentally knocked over a tin of paint wh... (2 pages)View decision -
Decision Reference DRN-5489339
8 Sep 2025 ManyPets Ltd UpheldInsuranceDRN-5489339 The complaint Mr J has complained that Many Pets Ltd unreasonably cancelled his pet policy because it said an annual premium payment hadn’t gone through in 2022 despite renewing his policy in 2023. What happened Mr J took out a pet policy with Many Pets for his dog and paid... (6 pages)View decision -
Decision Reference DRN-5800871
8 Sep 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5800871 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (3 pages)View decision -
Decision Reference DRN-5796688
8 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5796688 The complaint Miss M complains that Bank of Scotland Plc trading as Halifax lent to her irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. Halifax provided Mi... (6 pages)View decision -
Decision Reference DRN-5527272
8 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5527272 The complaint Mr A complains that Lloyds Bank plc won’t refund money he lost when he fell victim to a scam. What happened The background of this complaint is well known to both parties so I’ll only refer to the key events here. In 2024 Mr A fell victim to a scam when he sen... (3 pages)View decision -
Decision Reference DRN-5756645
8 Sep 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5756645 The complaint A company, which I’ll refer to as R, complains that Accelerant Insurance Europe SA/NV UK Branch declined a claim on its business interruption insurance. Ms K, a director of R, brings the complaint on R’s behalf. What happened R made a claim on its business inte... (3 pages)View decision -
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
