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 381082 results
-
Decision Reference DRN-5686318
21 Jul 2025 esure Insurance Limited Not upheldInsuranceDRN-5686318 The complaint Mrs M and Mr P complain about esure Insurance Limited (“EIL”) and the increase to their premium following a claim made on their home insurance policy. Mr P has acted as the main representative during the claim and complaint process. So, for ease of reference, I... (4 pages)View decision -
Decision Reference DRN-5585722
21 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5585722 The complaint Miss A complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss A was approved for an Aqua credit card in June 2022 with a £900 credit limit. I have detailed the credit limit increases below: November 2022 £900 to £1,900 February ... (5 pages)View decision -
Decision Reference DRN-5703979
21 Jul 2025 Bank of Scotland Plc UpheldMortgagesDRN-5703979 The complaint Mr and Mrs E and Mr E1 and Mr E2 complain that Bank of Scotland plc (BOS) declined their mortgage application unfairly. They also complain that BOS reported the new mortgage on their credit files despite it not being granted. What happened Mr and Mrs E have an ... (3 pages)View decision -
Decision Reference DRN-5691890
21 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5691890 The complaint Mr E is unhappy that Aviva Insurance Limited (“Aviva”) didn’t explain why the renewal quote for his home emergency policy had increased significantly on the previous year’s premium. When I refer to anything Aviva has said, it should be taken to include anything... (4 pages)View decision -
Decision Reference DRN-5695420
21 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5695420 Complaint Mr N has complained that Nationwide Building Society (“Nationwide”) continued to allow him to use his overdraft over an extended period and even when he was in financial difficulty. Background One of our investigators looked at Mr N’s complaint and thought that Na... (5 pages)View decision -
Decision Reference DRN-5281360
21 Jul 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5281360 The complaint Ms R complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t refund the money she lost after falling victim to a scam. What happened In 2023, Ms R found an investment advertised on a social media site. The investment was promoted by a high-p... (5 pages)View decision -
Decision Reference DRN-5587780
21 Jul 2025 Pure Retirement Limited Not upheldMortgagesDRN-5587780 The complaint Ms P, who holds power of attorney for her grandmother Mrs P, complains that Pure Retirement Limited mis-sold Mrs P and her late husband Mr P a lifetime mortgage. She also complains about the amount of interest and fees that have been charged, and about difficul... (3 pages)View decision -
Decision Reference DRN-5673157
21 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5673157 The complaint Mr D complains Bank of Scotland plc trading as Halifax (‘Halifax’) misclassified transactions on his credit card account which led to the wrong charges being applied. Mr D wants his transactions reclassified and for an adjustment to be made to his account. He ... (3 pages)View decision -
Decision Reference DRN-5697377
21 Jul 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5697377 The complaint Mrs A complains that Barclays Bank UK PLC (Barclays) has not provided her with any financial support and assistance since she was made bankrupt in February 2014. What happened Mrs A took out a mortgage with Barclays in 2006. She was made bankrupt in February 20... (3 pages)View decision -
Decision Reference DRN-5703743
21 Jul 2025 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-5703743 The complaint Mr R’s complaint is that Marks & Spencer Financial Services Plc (M&S Bank) acted irresponsibly by provided him with a credit card which was unaffordable for him. What happened M&S Bank approved Mr R with a credit card with a limit of £5,000 in April... (5 pages)View decision
