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 380712 results
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Decision Reference DRN-5438582
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5438582 The complaint B complain National Westminster Bank Plc (“NatWest”) caused undue delay and failed to properly handle a compliance information request from a correspondent bank when instructing it to send funds to another firm of solicitors for a property transaction. B say Na... (5 pages)View decision -
Decision Reference DRN-4893240
28 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4893240 The complaint Ms D complains that Wise Payments Limited (‘Wise’) won't refund the money she lost after she fell victim to a scam. Ms D is represented in this matter by a third party, but for ease of reading I have referred to Ms D throughout this decision. What happened... (4 pages)View decision -
Decision Reference DRN-5362655
28 Mar 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5362655 The complaint Ms K complains about Liverpool Victoria Insurance Company Limited (LV), following its response to her insurance claim. What happened Ms K is a landlord and has insurance with LV. In June 2024 she submitted a claim to LV for damage to the dining and kitchen wal... (2 pages)View decision -
Decision Reference DRN-5417633
28 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5417633 The complaint Mr H complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he fell victim to a scam. What happened Mr H was looking for an investment opportunity when he heard about a company I will refer to as “B”. Interested, Mr H reached out to B... (6 pages)View decision -
Decision Reference DRN-5422847
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5422847 The complaint Mr S has complained about a National Westminster Bank PLC (“NatWest”) branch visit he made to remove a block that has been applied to one of his accounts. What happened In December 2023, NatWest applied a block to one of Mr S’s accounts. NatWest tried to contac... (4 pages)View decision -
Decision Reference DRN-5352413
28 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5352413 The complaint Mr B complains that he didn’t receive the £200 incentive he was offered by Nationwide Building Society for switching his current account to them. What happened In May 2024 Mr B received a letter from Nationwide which offered an incentive payment of £200 if he s... (3 pages)View decision -
Decision Reference DRN-5399181
28 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5399181 The complaint Mrs P has complained about the amount Admiral Insurance (Gibraltar) Limited has paid in settlement of her claim under her car insurance policy. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The... (2 pages)View decision -
Decision Reference DRN-5392148
28 Mar 2025 Western Provident Association Limited Not upheldInsuranceDRN-5392148 The complaint Ms M is unhappy with the way she was treated by Western Provident Association Limited (WPA) after it’d agreed to pay her claim. What happened Ms M had a private medical insurance policy with WPA since May 2022 on a moratorium underwriting basis. She made a clai... (2 pages)View decision -
Decision Reference DRN-5425313
28 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5425313 The complaint Mr I complains that esure Insurance Limited (esure) avoided his car insurance policy and refused to pay his claim. What happened Mr I applied for and took out a car insurance policy with esure. He bought the policy online through a price comparison website. In... (3 pages)View decision -
Decision Reference DRN-5433952
28 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5433952 The complaint Mr H has a self-invested personal pension (“SIPP”) with London & Colonial now called Pathlines Pensions UK Limited (“L&G”). Mr H thinks his pension was mismanaged by L&C as he wanted low risk UK based investments and has ended up with loss making h... (24 pages)View decision
