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 369227 results
-
Decision Reference DRN-5629192
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5629192 Complaint Mr W has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr W is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr W’s account were unfair as there was a... (6 pages)View decision -
Decision Reference DRN-5590250
23 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5590250 Complaint Mr F complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. ... (3 pages)View decision -
Decision Reference DRN-5515820
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5515820 Complaint Mr V has complained about a credit card Lloyds Bank PLC (“Lloyds”) provided to him. He says that the credit card and the subsequent limit increase were unaffordable for him and they caused him ongoing financial difficulty as he had to borrow further in order to mak... (5 pages)View decision -
Decision Reference DRN-5572989
23 Jun 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5572989 The complaint Mr C is unhappy that BUPA Insurance Limited (BUPA) declined his private medical insurance claim. What happened Mr C has a private medical insurance policy through his employer. Mr C explained that he had been treated by one consultant (who I’ll call Mr A) for y... (2 pages)View decision -
Decision Reference DRN-5598462
23 Jun 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5598462 Complaint Mr E complains that Blue Motor Finance Ltd (“BMF”) unfairly entered into a hire-purchase agreement with him. He’s said that the payments to this agreement were unaffordable and so he should not have been lent to. Background In October 2017, BMF provided Mr E with ... (3 pages)View decision -
Decision Reference DRN-5640220
23 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5640220 The complaint Miss C complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to two scams. What happened Miss C says that she received contact from an individual via a messaging app about an investment opportunity. She was asked to ma... (3 pages)View decision -
Decision Reference DRN-5632412
23 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5632412 The complaint Mr J complains that Bank of Scotland trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief o... (4 pages)View decision -
Decision Reference DRN-5516560
22 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5516560 The complaint Ms F and Mr W complain that Ageas Insurance Limited (“Ageas”) hasn’t fairly dealt with a claim they made under their building insurance policy. What happened Ms F and Mr W made a claim for subsidence related damage to their insurer, Ageas. A subcontractor was a... (2 pages)View decision -
Decision Reference DRN-5627283
22 Jun 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5627283 The complaint Miss C is unhappy that Great Lakes Insurance UK Limited (Great Lakes) declined her travel insurance claim. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of what I think are the key events. Miss ... (2 pages)View decision -
Decision Reference DRN-5588396
20 Jun 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5588396 The complaint Mr B complains that Ageas Insurance Limited (“Ageas”) unfairly cancelled his motor insurance policy. What happened Mr B insured his car with Ageas and added a named driver to the policy, who I’ll refer to as Mr A. In November 2024, Mr A was involved in an accid... (3 pages)View decision
