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 381194 results
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Decision Reference DRN-5720405
4 Nov 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) Not upheldInsuranceDRN-5720405 The complaint Mr P is unhappy that Equine and Livestock Insurance Company Limited (Equine) declined his wedding insurance claim. He’s also unhappy with the handling of his claim. Any reference to Equine includes all its agents. What happened Mr P took out a wedding insurance... (3 pages)View decision -
Decision Reference DRN-5922627
4 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5922627 The complaint Mr Q complains about the quality of a used car he acquired through a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera (‘Alphera’). Mr Q says the car isn’t of satisfactory quality. He says there were issues with the car very ea... (5 pages)View decision -
Decision Reference DRN-5832921
4 Nov 2025 Bank of Scotland Plc UpheldConsumer CreditDRN-5832921 The complaint Mr M complains that a used car which he took under a hire purchase agreement with Bank of Scotland plc was not of satisfactory quality. He does not believe that the bank and the dealership have done enough to rectify the position. What happened In May 2024 Mr M... (4 pages)View decision -
Decision Reference DRN-5869157
4 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5869157 The complaint Mr P complains that Aviva Insurance Limited declined his claim against a travel insurance policy. Reference to Aviva includes its agents. What happened In summary, Mr P has the benefit of travel insurance underwritten by Aviva as part of a current account. His... (3 pages)View decision -
Decision Reference DRN-5861911
4 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5861911 The complaint Mrs H complains that Nationwide Building Society (‘Nationwide’) acted irresponsibly when it provided her with an overdraft facility. She says the overdraft became unaffordable and that Nationwide failed to take action to support her when she asked for help. She... (4 pages)View decision -
Decision Reference DRN-5910124
4 Nov 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5910124 The complaint Mr B complains about the length of time it took St. James's Place Wealth Management Plc (SJP) to transfer the deferred benefits from his occupational pension scheme to his SJP Retirement Account. Mr B considers he lost £39,170 as a result of the delays as ... (6 pages)View decision -
Decision Reference DRN-5779705
4 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5779705 The complaint Mr A complains that Nationwide Building Society reported him to a fraud prevention database following an application for a mortgage. What happened In 2024, Mr A applied to Nationwide for a mortgage. Nationwide refused the application, and reported Mr A to a fra... (2 pages)View decision -
Decision Reference DRN-5620499
4 Nov 2025 TSB Bank plc Not upheldMortgagesDRN-5620499 The complaint Mr A complains that TSB Bank plc reported him to a fraud prevention database in connection with a mortgage application. What happened In November 2024 Mr A applied to TSB for a mortgage to purchase a property. TSB declined the application. Mr A later discovered... (2 pages)View decision -
Decision Reference DRN-5922194
4 Nov 2025 Julian Hodge Bank Limited Not upheldMortgagesDRN-5922194 The complaint Mr A complains that Julian Hodge Bank Limited trading as Hodge reported him to a fraud prevention database in connection with an application he made for a mortgage. What happened In early 2024, Mr A applied to Hodge for a residential mortgage via a broker. Afte... (3 pages)View decision -
Decision Reference DRN-5792137
4 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5792137 The complaint Mrs H complains on behalf of her late husband’s estate that The Royal Bank of Scotland Plc (RBS) didn’t handle enquiries about the estate correctly causing delay and distress. What happened Mr H died on 5 August 2024. He held RBS accounts in his own name and a... (4 pages)View decision
