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-5707458
8 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5707458 The complaint Mr F is unhappy with the way Admiral Insurance (Gibraltar) Limited (“Admiral”) handled his home insurance claim following a fire at his property. Mr F had buildings and contents insurance for his flat, underwritten by Admiral. When I refer to what Mr F said, an... (5 pages)View decision -
Decision Reference DRN-5743068
8 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5743068 The complaint Mrs S complains about the delays in receiving her cashback on her TSB Bank plc (“TSB”) account and the service she received when speaking to TSB about this. What happened On 12 August 2024 Mrs S opened a Spend and Save account with TSB which came with a cashba... (3 pages)View decision -
Decision Reference DRN-5566615
8 Sep 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5566615 The complaint Mr and Mrs M complain that Barclays Bank UK PLC offered them a new interest rate on their mortgage at too high a loan to value (LTV) – not taking into account improvements they had made to the property. What happened Mr and Mrs M have a mortgage with Barclays. ... (2 pages)View decision -
Decision Reference DRN-5798559
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5798559 The complaint Mr and Mrs W complain that they have been members/owners of Nationwide Building Society since 1967, and that its record only shows this as being since 1988. They further complain that Nationwide doesn't recognise them as being owners rather than members. W... (2 pages)View decision -
Decision Reference DRN-5748768
8 Sep 2025 Zurich Insurance Company Ltd UpheldInsuranceDRN-5748768 The complaint Mr S complains because Zurich Insurance Company Ltd (‘Zurich’) has only partially settled his travel insurance claim. All references to Zurich include the agents appointed to handle claims on its behalf. What happened Mr S is insured under a travel insurance po... (3 pages)View decision -
Decision Reference DRN-5784753
8 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5784753 The complaint Mrs K complains Metro Bank PLC have failed to compensate her after she was robbed of the contents of her safety deposit box. Mrs K is being represented by Mr K, but for ease I’ll only talk about Mrs K, even if it might have been Mr K’s comments. What happened... (4 pages)View decision -
Decision Reference DRN-5677251
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5677251 The complaint Mr L complains about the service he received from Nationwide Building Society (“Nationwide”) when he tried to make a cash withdrawal in branch. In particular, he is unhappy that he was asked to speak to a member of its fraud team for over 20 minutes and was the... (3 pages)View decision -
Decision Reference DRN-5791058
8 Sep 2025 Aviva Life Services UK Limited Not upheldMortgagesDRN-5791058 The complaint This complaint’s about an equity release lifetime mortgage that Mrs E took out in 2005 with Aviva Life Services UK Limited. The complaint is that the lifetime mortgage was mis-sold; Mrs E, who sadly now lacks capacity, is represented here by Mr E as her attorne... (4 pages)View decision -
Decision Reference DRN-5761805
8 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5761805 The complaint Mr O has complained J.P. Morgan Europe Limited, trading as Chase, won’t refund him for two transactions he didn’t willingly make. What happened On a night in July 2024, Mr O was out in a nightclub area. At some time after midnight, he was approached by a gang o... (3 pages)View decision -
Decision Reference DRN-5758058
8 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5758058 The complaint Mr and Mrs S complain that AWP P&C S.A. declined their claim against a travel insurance policy. Reference to AWP includes its agents. What happened Mr and Mrs S have travel insurance as a benefit of a current account. They planned a family trip with depart... (3 pages)View decision
