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-5462056
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5462056 The complaint Mr and Mrs W complain about the overdraft charges and interest Bank of Scotland plc applied to their account; they’re also unhappy with the level of support they say they’ve received. What happened Mr and Mrs W hold a current account with Bank of Scotland. The... (3 pages)View decision -
Decision Reference DRN-5488955
19 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5488955 The complaint Mrs B complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim under her motor insurance policy for damage to her vehicle from a third party vehicle that caught fire. References to Admiral in this decision include their agents. I... (6 pages)View decision -
Decision Reference DRN-5613083
19 Jun 2025 Bank of Scotland Plc UpheldMortgagesDRN-5613083 The complaint Ms H complains that Bank of Scotland plc trading as Halifax hasn’t treated her fairly considering her vulnerabilities. What happened Ms H has an interest-only mortgage with Halifax. Ms H extended the term of her mortgage a few years ago and the mortgage balance... (3 pages)View decision -
Decision Reference DRN-5341175
19 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5341175 The complaint Mr M complains Vanquis Bank Limited irresponsibly provided him with an unaffordable credit card account. Mr M’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are his own. What happened Va... (3 pages)View decision -
Decision Reference DRN-5633670
19 Jun 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5633670 The complaint Mr and Mrs R complain that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding agains... (27 pages)View decision -
Decision Reference DRN-5630991
19 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5630991 The complaint Mr and Mrs B complain that Aviva Insurance Limited declined a claim on their home buildings insurance policy. What happened Mr and Mrs B became concerned about water entering the garage at their property and causing damage. They looked into what was causing the... (2 pages)View decision -
Decision Reference DRN-5481019
19 Jun 2025 Legal and General Assurance Society Limited UpheldInsuranceDRN-5481019 The complaint This complaint is about a term assurance policy held jointly by Mr K, and his late wife, Mrs K. Their son – who I shall call Mr E – is representing Mr K in pursuing the complaint. Mr E says Legal and General Assurance Society Limited (‘L&G’) has unreasonabl... (4 pages)View decision -
Decision Reference DRN-5338053
19 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5338053 The complaint Ms C, who is represented, complains that Santander UK Plc won’t reimburse her money she lost after making an investment. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Ms C was introduc... (3 pages)View decision -
Decision Reference DRN-5392387
19 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5392387 The complaint Mr B complains that Volkswagen Financial Services (UK) Limited trading as Skoda Financial Services (“VWFS”) provided him with poor customer service regarding a hire purchase agreement which caused him unnecessary stress and inconvenience. What happened In June ... (4 pages)View decision -
Decision Reference DRN-5615485
19 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5615485 The complaint Mr S is unhappy with how Capital One (Europe) plc recorded information on his credit file. What happened In 2014 and 2016 Mr S took out credit cards with Capital One. Unfortunately, Mr S says he got into financial difficulty and suffered severe ill health. He ... (3 pages)View decision
