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 384131 results
-
Decision Reference DRN-5947436
25 Nov 2025 Motability Operations Limited UpheldConsumer CreditDRN-5947436 The complaint Mrs M complains about the quality of a car she has been financing through an agreement with Motability Operations Limited (Motability). What happened Mrs M took receipt of a new car in December 2024. She financed the deal through an agreement with Motability. T... (2 pages)View decision -
Decision Reference DRN-5962795
25 Nov 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5962795 The complaint Mr D has complained about the way BUPA Insurance Limited handled a claim he made on a private medical insurance policy. What happened Mr D was injured playing sport in April 2025. He was mistakenly told that, prior to receiving authorisation to see a consultan... (3 pages)View decision -
Decision Reference DRN-5974001
25 Nov 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5974001 The complaint Mr G is unhappy with the proportionate settlement he received on his claim from INTACT INSURANCE UK LIMITED (“INTACT”) under his home insurance policy. What happened Mr G made a claim that was then reviewed and validated by INTACT. Following the review and vali... (3 pages)View decision -
Decision Reference DRN-5931965
25 Nov 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5931965 The complaint This complaint is about an expired interest-only mortgage that Mr V holds with The Mortgage Business Plc trading as TMB. The complaint relates primarily to how TMB has dealt with Mr V’s requests for help during an extended period of financial hardship, most rec... (4 pages)View decision -
Decision Reference DRN-5927723
25 Nov 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5927723 The complaint Miss C complains TSB Bank plc (“TSB”) closed her accounts without consent nor warning and have unfairly withheld her funds. Miss C adds that despite her numerous attempts by phone and letter she’s been unable to reclaim her funds, and TSB made an unreasonable d... (5 pages)View decision -
Decision Reference DRN-5903265
25 Nov 2025 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-5903265 The complaint Mr M complains about the service he received from Cynergy Bank Plc (“Cynergy”) when transferring his ISA to it. In particular, Mr M is unhappy that Cynergy failed to query why the amount of funds received didn’t match the amount requested which he believes cont... (3 pages)View decision -
Decision Reference DRN-5862692
25 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5862692 The complaint This complaint is about Mr L’s bank account with HSBC UK Bank Plc. He’s unhappy that HSBC hasn’t provided duplicate account statements going back beyond 2018. He needs statements going back to 2014, along with more detailed “reference” information for each tran... (2 pages)View decision -
Decision Reference DRN-5964461
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5964461 The complaint Mr I complains Bank of Scotland plc trading as Halifax recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. He’d like to be compensated for the difficulties he experienced because of this. What happened A summary of what... (3 pages)View decision -
Decision Reference DRN-5490109
25 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5490109 The complaint Mrs E complains about the quality of a car that was supplied through a hire purchase agreement with Blue Motor Finance Ltd (BMF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional findings which i... (2 pages)View decision -
Decision Reference DRN-5734588
25 Nov 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5734588 The complaint Ms K is unhappy that part of her escape of water claim has been declined by AXA Insurance UK Plc (“AXA”) under her home insurance policy. Ms K has had representation during this claim, but for ease and simplicity, I’ll generally refer to Ms K. What happened Ms ... (2 pages)View decision
