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 384131 results
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Decision Reference DRN-5630628
30 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5630628 The complaint Mr F has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) blocked a payment, that he made via a third-party payment provider. Mr F says that he was unable to buy CDs at a reduced price as a result of NatWest blocking his payment. Wha... (2 pages)View decision -
Decision Reference DRN-5441747
30 Jun 2025 HDI Global Specialty SE UpheldInsuranceDRN-5441747 The complaint Mr and Mrs R complain that HDI Global Specialty SE (“HDI”) declined a claim for the theft of jewellery under their home contents insurance policy. I’ll refer to Mr R in my decision for ease. What happened Mr R discovered that items of jewellery had gone missing... (3 pages)View decision -
Decision Reference DRN-5652200
30 Jun 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5652200 The complaint Ms B complains about Marshmallow Insurance Limited’s decision to cancel her motor insurance policy. What happened Ms B had a motor insurance policy with Marshmallow. In March 2024 after she was involved in an incident with a third-party vehicle, she notified Ma... (3 pages)View decision -
Decision Reference DRN-5459229
30 Jun 2025 Heath Crawford Limited Not upheldInsuranceDRN-5459229 The complaint Mr S is unhappy that Heath Crawford Limited (HCL) mis-sold a private medical insurance policy to him. What happened Mr S took out a private medical insurance policy which started on 3 June 2024. HCL sold the policy on an advised basis. HCL recommended the polic... (4 pages)View decision -
Decision Reference DRN-5656148
30 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5656148 The complaint Miss S complains about the way Ageas Insurance Limited handled a claim she made on her car insurance policy for a damaged windscreen. What happened In November 2024 Miss S made a claim on her car insurance policy for damage to a windscreen. An agent of Ageas at... (2 pages)View decision -
Decision Reference DRN-4912144
30 Jun 2025 ClearBank Limited UpheldBanking and PaymentsDRN-4912144 The complaint Company M complains that ClearBank Limited (‘Tide’) hasn’t reimbursed money it lost though an Authorised Push Payment scam. Company M’s director Mr R brings this complaint with the benefit of professional representation. For ease, I will treat any submissions ... (3 pages)View decision -
Decision Reference DRN-5655866
30 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5655866 The complaint Mr H is unhappy that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Limited (Tandem) was of unsatisfactory quality and what Tandem has offered to do to resolve matters doesn’t reflect the impact caused. When I refer to what Mr ... (4 pages)View decision -
Decision Reference DRN-5656028
30 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5656028 The complaint Mr E is complaining about the quality of a vehicle supplied to him by RCI Financial Services Limited trading as Mobilize Financial Services (Mobilize). What happened In January 2024, Mr E acquired a vehicle via a hire purchase agreement with Mobilize. The agree... (4 pages)View decision -
Decision Reference DRN-5243376
30 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5243376 The complaint Mr and Mrs T are unhappy Lloyds Bank PLC won’t reimburse money they lost to a scam. What happened The background to this case is well known to the parties, so I don’t intend to set it out in full here. Briefly, in October 2020, Mr and Mrs T were contacted by a... (4 pages)View decision -
Decision Reference DRN-5655896
30 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5655896 The complaint Mr B complains about Lloyds Bank General Insurance Limited’s decision to turn down his subsidence claim under his property insurance policy. What happened Mr B holds property insurance cover with Lloyds Bank. He noticed cracking at his property and asked a buil... (10 pages)View decision
