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 380824 results
-
Decision Reference DRN-5721809
14 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5721809 The complaint Miss O complains that Bank of Scotland plc, trading as Halifax, acted out of accordance with her account terms and conditions when reducing the credit limit on her account with immediate effect. What happened On 7 February 2025, Halifax sent a letter to Miss O... (4 pages)View decision -
Decision Reference DRN-5752224
14 Aug 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5752224 The complaint Mr H complains that Scottish Widows Limited trading as Halifax Financial Services (HFS) made errors on the annual statement for his pension and has refused to issue him with an amended statement. What happened Mr H has a Flexible Retirement Income Plan with HFS... (4 pages)View decision -
Decision Reference DRN-5756156
14 Aug 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5756156 The complaint Mr J and Mrs J complain that Fairmead Insurance Limited (‘Fairmead’) reversed a decision to include window replacements as part of a subsidence claim made on their home insurance policy. Mr J has acted as the main representative during the claim and complaint ... (5 pages)View decision -
Decision Reference DRN-5635982
14 Aug 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5635982 The complaint Mr S has complained that Inter Partner Assistance SA (“IPA”) unfairly declined the claim he made after his baggage was delayed. What happened In autumn 2024, Mr S and his wife went on a trip. On their return flight home, their luggage was delayed as a result o... (2 pages)View decision -
Decision Reference DRN-5405765
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5405765 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost to a scam. What happened Mr M was looking to buy a games console from an online marketplace. He found a seller and sent them £100 to purchase one (I understand he may also have agreed to exchange... (3 pages)View decision -
Decision Reference DRN-5755800
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5755800 The complaint Miss H complained because Monzo Bank Ltd refused to refund her for a transaction she said she didn’t authorise. What happened On 17 March 2025, Miss H had just arrived abroad on holiday. She contacted Monzo by chat at 12.07pm, and said there had been a payment... (5 pages)View decision -
Decision Reference DRN-5750074
14 Aug 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5750074 The complaint Mr Z complains that a car acquired under a hire purchase agreement with Zopa Bank Limited (“Zopa”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complaint so I will only summaris... (5 pages)View decision -
Decision Reference DRN-5608266
14 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5608266 The complaint A limited company, which I’ll refer to as ‘G’ is unhappy that HSBC UK Bank Plc defaulted its Bounce Back Loan (“BBL”) for non-payment. G’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr H’. What happened In 2020, G successfully ... (3 pages)View decision -
Decision Reference DRN-5755888
14 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5755888 The complaint Mr M and Ms S have complained about their home insurer Liverpool Victoria Insurance Company Limited, regarding a claim they made to it for damage caused by a water leak back in 2020. They believe LV handled things poorly, causing them upset and that they’ve bee... (7 pages)View decision -
Decision Reference DRN-5752965
14 Aug 2025 National House-Building Council Not upheldInsuranceDRN-5752965 The complaint Mr B and Mr B have complained that National House-Building Council (“NHBC”) declined a water damage claim. What happened The details of this complaint are well known to both parties, so I won’t repeat them again in detail here. In summary Mr B and Mrs B bought ... (2 pages)View decision
