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 401363 results
-
Decision Reference DRN-6242218
17 Apr 2026 Howserv Limited UpheldInsuranceDRN-6242218 The complaint Mr C complains about how Howserv Limited trading as Avanti Travel Insurance administered his travel insurance policy. What happened Mr C bought an annual multi-trip travel insurance policy to insure him which was due to start on 9 March 2025. Howserv is an ins... (4 pages)View decision -
Decision Reference DRN-5882210
17 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5882210 The complaint Mr S complains that Nationwide Building Society (‘Nationwide’) declined to reimburse him when payments were debited from his account which he says he did not make or otherwise authorise. What happened The circumstances of this complaint are well known to both p... (3 pages)View decision -
Decision Reference DRN-6226284
17 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6226284 The complaint Mr H complains Barclays Bank UK PLC won’t cash an international money order. What happened Mr H says he sent an international money order in 1997 from his local branch of Barclays to a family member to give as a wedding gift. He says he thought nothing of it af... (2 pages)View decision -
Decision Reference DRN-6296602
17 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6296602 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-5972711
17 Apr 2026 Assurant General Insurance Limited Not upheldInsuranceDRN-5972711 The complaint Ms S complains about how Assurant General Insurance Limited settled her claim under her mobile phone insurance. What happened Ms S has mobile phone insurance through her bank account. She claimed for her phone which had a damaged ‘porcelain’ (white) matte glas... (4 pages)View decision -
Decision Reference DRN-6122816
17 Apr 2026 NATIONAL FARMERS UNION MUTUAL INSURANCE SOCIETY LIMITED(THE) Not upheldInsuranceDRN-6122816 The complaint Mrs C, through her husband Mr C, complains that The National Farmers' Union Mutual Insurance Society Limited (“NFUM”) mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is an es... (4 pages)View decision -
Decision Reference DRN-6221547
17 Apr 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6221547 The complaint Mr S complains about INTACT INSURANCE UK LIMITED trading as RSA (“RSA”)’s handling of his buildings insurance claim. Mr S is being represented by Mr K. I may refer to him where necessary below. All references to RSA also include its appointed agents. What ha... (5 pages)View decision -
Decision Reference DRN-6026587
17 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6026587 The complaint The estate of Mrs E complains Bank of Scotland plc trading as Halifax hasn’t explained what happened to money in an account. What happened Mrs E set up an account for one of her grandchildren whilst she was alive. Sadly Mrs E passed away in 2015. In 2023, whils... (2 pages)View decision -
Decision Reference DRN-6094216
17 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6094216 The complaint Ms A complains that Santander UK Plc treated a payment made on her credit card as a ‘quasi cash transaction’, resulting in additional interest and fees, that she feels are unfair. What happened Ms A holds a credit card with Santander; she says it came with a p... (3 pages)View decision -
Decision Reference DRN-6055938
17 Apr 2026 Yorkshire Building Society UpheldBanking and PaymentsDRN-6055938 The complaint Mrs H complains Yorkshire Building Society removed her daughter from a joint account in error causing distress and inconvenience as well as losses. What happened Mrs H has a number of accounts with Yorkshire Building Society. In 2024 Mrs H visited one of Yorksh... (2 pages)View decision