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-5783746
29 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5783746 The complaint Ms R complains about how Fortegra Europe Insurance Company Ltd dealt with and settled a claim she made for damage to her sofa. What happened The background to this complaint and my initial conclusions were set out in my provisional decision dated 21 July 2025 ... (7 pages)View decision -
Decision Reference DRN-5696685
29 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5696685 The complaint Mrs K complains that Bank of Scotland plc (BoS) unfairly withdrew its acceptance of her negative equity property sale application. What happened Mrs K is represented by her son – Mr S. But, for simplicity. I’ll refer to anything he’s told us in relation to her... (4 pages)View decision -
Decision Reference DRN-5775299
29 Aug 2025 Topaz Finance Limited Not upheldMortgagesDRN-5775299 The complaint Ms B is unhappy with Topaz Finance Limited trading as Hessonite Mortgage’s approach to handling her mortgage account. She believes Hessonite should have acted sooner, and that its failure to do so has negatively impacted her. What happened Ms B took out a Buy-t... (5 pages)View decision -
Decision Reference DRN-5784283
29 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5784283 The complaint Mr C complains that Nationwide Building Society will not refund money he says he lost to a scam. Mr C is represented by a firm, but for ease, I have only referred to Mr C in my decision. What happened The background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN-5623558
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5623558 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr S throughout this decision. What happened The backgro... (3 pages)View decision -
Decision Reference DRN-5756019
29 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5756019 The complaint Mrs M complains that Admiral Insurance (Gibraltar) Limited mishandled her claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hatchback car, with a sporty petrol engine and first registered in ... (5 pages)View decision -
Decision Reference DRN-5784294
29 Aug 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5784294 The complaint Mr M has complained that ReAssure Limited (ReAssure) were responsible for problems he encountered when taking his pension benefits as a retirement annuity. These problems included delays, inconsistent quotations and poor customer service, causing him to suffer ... (6 pages)View decision -
Decision Reference DRN-5752415
29 Aug 2025 West Bay Insurance Plc UpheldInsuranceDRN-5752415 The complaint Mr E complains that West Bay Insurance Plc unfairly settled a claim against his motor insurance policy. Reference to West Bay includes claims handlers who acted for it. What happened In December 2022 Mr E was in a low speed incident when his car bumped into the... (3 pages)View decision -
Decision Reference DRN-5571519
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5571519 The complaint Mr M complains Bank of Scotland plc trading as Halifax unfairly closed his account and wrongly loaded a fraud marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (3 pages)View decision -
Decision Reference DRN-5754706
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5754706 The complaint Mr D is unhappy with the service he received from Barclays Bank UK PLC when he raised a dispute about a deposit about a merchant. What happened In June 2024, Mr D raised a dispute with Barclays as he felt that a hotel he had paid for using his Barclays account ... (2 pages)View decision
