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 381195 results
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Decision Reference DRN-5626611
23 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5626611 The complaint Mrs H complains Bank of Scotland plc trading as Halifax won’t refund payments made as part of a scam. Mrs H is being represented by a claims management company in this complaint. What happened The exact details of what happened are unclear. In the complaint let... (6 pages)View decision -
Decision Reference DRN-5462579
23 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5462579 The complaint Mr R complains about how Advantage Insurance Company Limited (‘Advantage’) handled a claim made on his car insurance policy, including the total loss settlement it paid after writing his car off. What happened Mr R’s car was damaged after he was involved in an... (4 pages)View decision -
Decision Reference DRN-5596003
23 Jun 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5596003 The complaint Mr S complains Domestic & General Insurance Plc handled his washing machine insurance claim poorly. Mr S has been represented for the claim and complaint at points. For simplicity I’ve generally referred to the representative’s actions as being Mr S’ own. ... (3 pages)View decision -
Decision Reference DRN-5640248
23 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5640248 The complaint Mrs W complains UK Insurance Limited unfairly removed a no claims discount for all named drivers without her knowledge. She says this has caused her to lose out financially. What happened Mrs W says when she took out the policy with UKI in 2011, it included a n... (3 pages)View decision -
Decision Reference DRN-5021685
23 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5021685 The complaint Mr D complains that Bank of Scotland plc didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened Mr D was introduced to an investment opportunity by... (3 pages)View decision -
Decision Reference DRN-5492074
23 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5492074 The complaint Mr and Mrs C have complained about Royal & Sun Alliance Insurance Plc’s refusal of a claim under the legal expenses insurance section of their home insurance policy. The policy is in joint names but, as the claim in question was made by Mr C, I will only re... (4 pages)View decision -
Decision Reference DRN-5634907
23 Jun 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5634907 The complaint Miss B is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In August 2022, Miss B was supplied with a used car through a hire purchase agreement with BMF. She... (5 pages)View decision -
Decision Reference DRN-5625544
23 Jun 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5625544 The complaint Mr C complains that Red Sands Insurance Company (Europe) Limited (“Red Sands”) declined his claim for the failure of sealed glazing units and a draught coming through bifold doors under his household warranty policy. When I mention Red Sands I also mean its sup... (3 pages)View decision -
Decision Reference DRN-5542223
23 Jun 2025 TSB Bank plc Not upheldMortgagesDRN-5542223 The complaint Mr and Mrs M complain that TSB Bank plc sent correspondence regarding their mortgage to an old address on multiple occasions. What happened Mr and Mrs M have a mortgage with TSB on a property they let out. Mrs M contacted TSB in early 2023 to update their corre... (2 pages)View decision -
Decision Reference DRN-5232237
23 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5232237 The complaint Mr A complains that a car supplied to him under a hire purchase agreement with Marsh Finance Limited (MFL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision w... (6 pages)View decision
