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 381082 results
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Decision Reference DRN-5755839
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5755839 The complaint Mr M complains that Nationwide Building Society has declined to reimburse payments made in relation to an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. In January 2023, Mr M saw an advert on... (3 pages)View decision -
Decision Reference DRN-5795459
3 Sep 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5795459 The complaint Mr H complains about how Assurant General Insurance Limited dealt with his mobile phone insurance claim. What happened Mr H has mobile phone insurance through his building society account. He complains that when he made a claim for a lost phone Assurant sent hi... (5 pages)View decision -
Decision Reference DRN-5473091
3 Sep 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5473091 The complaint Mr and Mrs M complain that Northern Bank Limited trading as Danske Bank has declined to reimburse payments made in relation to an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. In January 202... (3 pages)View decision -
Decision Reference DRN-5659139
3 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5659139 The complaint Miss A complains about Aviva Insurance Limited (Aviva) declining a claim under her motor insurance policy. Aviva say Miss A deliberately misrepresented what happened in an accident in her initial version of events and withdrew indemnity for the claim. Referenc... (5 pages)View decision -
Decision Reference DRN-5737901
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5737901 The complaint Mr B is unhappy that Nationwide Building Society applied a £12 charge to his account. What happened Mr B raised a complaint with Nationwide as he couldn’t understand why a £12 ‘default’ fee applied to his account and was showing on his account statement every m... (2 pages)View decision -
Decision Reference DRN-5742257
3 Sep 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5742257 The complaint Mr G complains that the work done by lawyers appointed by, and working for, HSBC UK Bank Plc, was very poor. He said that HSBC’s lawyers lied to him, and significantly delayed the transfer of this mortgage into his sole name, as well as making him incur extra c... (6 pages)View decision -
Decision Reference DRN-5282961
3 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5282961 The complaint Mr W complains Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the full amount of money he lost to a scam. What happened Halifax investigated the complaint and upheld it in part. Halifax found it should have intervened on the last payment Mr W ... (2 pages)View decision -
Decision Reference DRN-5631204
3 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5631204 The complaint Miss A complains that a car supplied to her under a hire purchase agreement with Black Horse Limited (Black Horse) was of unsatisfactory quality. What happened The circumstances of this case are well known to both parties, so I won’t repeat everything here. To... (4 pages)View decision -
Decision Reference DRN-5657665
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5657665 The complaint Mr and Mrs S complain that Lloyds Bank PLC (Lloyds) closed their joint current account without providing any reason or explanation. What happened Mr and Mrs S held a current account with Lloyds. Following an internal review, Lloyds wrote to Mr S on 25 March 202... (2 pages)View decision -
Decision Reference DRN-5596228
3 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5596228 The complaint Mr and Mrs B complain about a claim Mr B made on their INTACT INSURANCE UK LIMITED (‘Intact’) legal expenses insurance policy. Mr and Mrs B say Intact treated Mr B unfairly. This complaint is brought by Mr B’s representative but in this decision, I shall refer ... (4 pages)View decision
