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 370903 results
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Decision Reference DRN-5550418
4 Jul 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5550418 The complaint Mrs R complains The Co-operative Bank Plc (“Co-op”) have been unable to locate money from a passbook account. Mrs R is also unhappy with the way Co-op have dealt and responded to her queries. She wants the money shown in the passbook to be returned and the acco... (2 pages)View decision -
Decision Reference DRN-5652535
4 Jul 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5652535 The complaint Mr C has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In November 2021 Mr C entered into a two-year fixed sum loan agreemen... (4 pages)View decision -
Decision Reference DRN-5570373
4 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5570373 The complaint Mr A complains that Bank of Scotland plc trading as Halifax declined to refund him for payments he made to an investment which he says turned out to be a scam. What happened Mr A had been introduced to an investment which his parents were involved in. They’d b... (3 pages)View decision -
Decision Reference DRN-5663606
4 Jul 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5663606 The complaint Mr C complains about the settlement he’s been paid by Red Sands Insurance Company (Europe) Limited for a medical expenses claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply se... (5 pages)View decision -
Decision Reference DRN-5669786
4 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5669786 The complaint Mrs H is unhappy with the way American Express Services Europe Limited (AESEL) responded to a dispute for goods she purchased using her American Express credit card. What happened Mrs H bought a pair of boots from an online retailer I’ll call O in June 2024 for... (4 pages)View decision -
Decision Reference DRN-5656441
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5656441 The complaint Mrs W has complained that Nationwide Building Society (“Nationwide”) failed to stop her spending money on gambling transactions. What happened Mrs W says that since 2022 she has spent large amounts of money from her Nationwide account on gambling transactions. ... (4 pages)View decision -
Decision Reference DRN-5187695
4 Jul 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5187695 The complaint Mrs B complains about a claim she made to Marks & Spencer Financial Services Plc (M&S) in respect of a timeshare relinquishment service not having been received. What happened In August 2019, Mrs B entered into an agreement with a company who I’ll call ... (3 pages)View decision -
Decision Reference DRN-5581953
4 Jul 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5581953 The complaint Ms R has complained that Aviva Insurance Limited declined a claim she made on her commercial property insurance policy. Reference to Aviva and Ms R includes their respective agents and representatives. What happened The circumstances aren’t in dispute, so I’l... (2 pages)View decision -
Decision Reference DRN-5516717
4 Jul 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5516717 The complaint Mr W complains that Automobile Association Insurance Services Limited (“AAIS”) didn’t promptly send his policy details after he renewed his roadside assistance cover. What happened In early September 2024 Mr W called AAIS to renew his policy, which expired towa... (2 pages)View decision -
Decision Reference DRN-3931619
4 Jul 2025 Thornton & Baines Independent Financial Advisers Limited Not upheldInvestmentsDRN-3931619 The complaint Mrs F and Mr M complain that Thornton & Baines Independent Financial Advisers Limited (“T&B”) gave them bad investment advice in 2020. They say they were advised to sell all their investments to cash during the Covid-19 pandemic, and were left out of th... (5 pages)View decision
