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 370904 results
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Decision Reference DRN-5673993
7 Jul 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5673993 The complaint Ms V complains about the way The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (“NFUM”) investigated a claim on her car insurance policy. What happened Ms V had a car insurance policy with NFUM. In January 2024 Ms V was sto... (4 pages)View decision -
Decision Reference DRN-5478995
7 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5478995 The complaint Mr L complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t reimbursed him in full after he fell victim to a scam. What happened In January 2023 Mr L transferred £15,000 in respect of an investment with a company I’ll refer to as R. R later c... (6 pages)View decision -
Decision Reference DRN-5516360
7 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5516360 The complaint Mr R complains that Lloyds Bank PLC closed his local branch. He also complains that the interest rate being charged for the use of his overdraft is too high. What happened Mr R says that Lloyds are charging him a high rate of interest and he doesn’t think this... (3 pages)View decision -
Decision Reference DRN-5673341
7 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5673341 The complaint Mr D complains that HSBC Bank UK plc trading as first direct prevented him from accessing his money unfairly causing him stress, inconvenience, and financial detriment. What happened Mr D wrote a cheque, payable to himself, for £10,000. When this cheque was pre... (3 pages)View decision -
Decision Reference DRN-5671557
7 Jul 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5671557 The complaint Mrs M complains that Financial & Legal Insurance Company Ltd did not settle in full a claim on her pet insurance policy. What happened After Mrs M’s pet needed some treatment from the vet, she made a claim on her policy for the treatment costs. Financial &a... (3 pages)View decision -
Decision Reference DRN-5643830
7 Jul 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5643830 The complaint Miss K complains that ONMO Limited unfairly applied an overlimit fee to her credit card account. What happened Miss K says that she regularly uses and checks her credit card, ensuring she remains inside of the credit limit. So she was surprised to find out tha... (2 pages)View decision -
Decision Reference DRN-5502471
7 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5502471 The complaint Mr M has complained about the way American Express Service Europe Limited (“AMEX”) dealt with a claim for money back in relation to a holiday cruise package he paid for with credit it provided. What happened In early 2024, Mr M used his AMEX credit card to pay... (3 pages)View decision -
Decision Reference DRN-5673979
7 Jul 2025 BUPA Insurance Limited UpheldInsuranceDRN-5673979 The complaint Mrs P is unhappy that BUPA Insurance Limited (BUPA) declined a claim under her private medical insurance policy. Mrs P is being represented on this complaint. I will however refer to Mrs P throughout this decision. What happened Mrs P has cover on a group priva... (4 pages)View decision -
Decision Reference DRN-5067681
7 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5067681 The complaint Miss E complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money she believes she lost to an authorised push payment (‘APP’) scam. What happened In October 2019, Miss E made two payments to a third party – whom I’ll r... (4 pages)View decision -
Decision Reference DRN-5469654
7 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5469654 The complaint Mr S is unhappy with Bank of Scotland trading as Halifax. He found that his debit card was blocked, and he was unable to make certain important payments. What happened Mr S said in December 2024 he suffered significant issues due to the card being blocked and ... (3 pages)View decision
