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 381196 results
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Decision Reference DRN-5735830
15 Aug 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5735830 The complaint Mr H complains that Alwyn Insurance Company Limited unfairly declined a claim and cancelled his motor insurance policy. Mr H’s policy was sold and is administered by a third-party company on Alwyn’s behalf and his correspondence has been with this company. Howe... (3 pages)View decision -
Decision Reference DRN-5422294
15 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5422294 The complaint Mr G and Mrs M complain Nationwide Building Society unfairly closed their account, wrongly applied a applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against Mr G and withheld funds they were entitled to. What hap... (6 pages)View decision -
Decision Reference DRN-5668263
15 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5668263 The complaint Miss V complains American Express Services Europe Limited (“Amex”) has acted unfairly by not refunding a payment she made using her credit card. What happened In July 2024, Miss V booked a one-night hotel package, with a company I’ll refer to as L, for a stay ... (5 pages)View decision -
Decision Reference DRN-5705892
15 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5705892 The complaint Mr D is unhappy with what Ageas Insurance Limited did after he made a claim on his legal expenses insurance policy. What happened In April 2023 Mr D contacted Ageas seeking assistance with a negligence claim against legal professionals. Ageas asked for further ... (3 pages)View decision -
Decision Reference DRN-5696479
15 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5696479 The complaint Mr O says a finance agreement he signed up to with STARTLINE MOTOR FINANCE LIMITED (Startline) was misrepresented to him. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (2 pages)View decision -
Decision Reference DRN-5552465
15 Aug 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5552465 The complaint Ms T, through a representative, says Oakbrook Finance Limited, trading as Finio Loans, irresponsibly lent to her. What happened Ms T took out a 24-month instalment loan for £2,000 from Finio Loans on 7 December 2022. The monthly repayments were £129.88. Ms T sa... (3 pages)View decision -
Decision Reference DRN-5672345
15 Aug 2025 Vitality Health Limited UpheldInsuranceDRN-5672345 The complaint Miss M complains that Vitality Health Limited has unfairly refused a claim she made under her private medical insurance policy, on the basis that she had a pre-existing medical condition. To resolve her complaint, she wants her claim to be paid in full, compen... (5 pages)View decision -
Decision Reference DRN-5756256
15 Aug 2025 St. James's Place Wealth Management Plc UpheldPensions and AnnuitiesDRN-5756256 The complaint Mr A complains about the ongoing advice fee charged by St James’s Place Wealth Management Plc. He believes he only received initial rather than ongoing advice and so should receive a full refund of the charges for a service he didn’t receive. What happened In ... (9 pages)View decision -
Decision Reference DRN-5386576
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5386576 The complaint Mr H has complained about how Bank of Scotland plc trading as Halifax (Halifax) handled his chargeback claim. What happened Mr H purchased forensic security markers from a supplier I shall call ‘E’ in August 2024 using his Halifax credit card to the sum of £179... (5 pages)View decision -
Decision Reference DRN-5739848
15 Aug 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5739848 The complaint Miss M complains that Lloyds Bank PLC pushed her to take out a two-year interest rate product for her mortgage, rather than the five-year product she wanted. Miss M asks that Lloyds applies the five-year rate she wanted in 2022. What happened Miss M has an inte... (3 pages)View decision
