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 128312 results
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Decision Reference DRN-5321767
11 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5321767 The complaint Mr W complains that Bank of Scotland plc trading as Halifax (Halifax) was slow to send him statements on two savings accounts. What happened Mr W lives in the USA. He has two passbook savings accounts with Halifax, one in his sole name and one being a joint ac... (3 pages)View decision -
Decision Reference DRN-5321732
11 Feb 2025 Avantia Insurance Limited UpheldInsuranceDRN-5321732 The complaint Mr and Mrs M complain that Avantia Insurance Limited (Avantia) provided unclear information during the sale of a home insurance policy which resulted in the settlement of a claim being reduced by the insurer. What happened Mr and Mrs M have a home insurance po... (5 pages)View decision -
Decision Reference DRN-5318674
11 Feb 2025 Covea Insurance plc UpheldInsuranceDRN-5318674 The complaint A microenterprise which I will refer to as B complains about the handling and settlement of its commercial insurance claim by Covea Insurance plc. What happened The following is intended only as a brief summary of events. Additionally, whilst a number of partie... (8 pages)View decision -
Decision Reference DRN-5297771
11 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5297771 The complaint A limited company, which I’ll refer to as H, complains that Barclays Bank UK PLC did not fulfil its obligations under the Direct Debit Guarantee (“DDG”) Scheme, when H requested a refund. What happened On 9 May 2024, H contacted the bank to request a refund of ... (3 pages)View decision -
Decision Reference DRN-5256041
11 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256041 The complaint Miss B says NewDay Ltd trading as BIP (‘BIP’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the card repayments and it increased her credit limit three times. She says she spent the balance each month and s... (4 pages)View decision -
Decision Reference DRN-5246047
10 Feb 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5246047 The complaint Ms J complains that a car that was supplied to her under a finance agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. Her partner is also involved in her complaint. What happened A used car was supplied to Ms J under a finance agreement w... (4 pages)View decision -
Decision Reference DRN-5308989
10 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5308989 The complaint Mr M is unhappy that National Westminster Bank Plc decided not to refund him after his was the victim of a scam. What happened Mr M was introduced to an investment opportunity, in November 2019, by a friend, Mr T. Mr T explained he’d been investing money with ... (5 pages)View decision -
Decision Reference DRN-5246188
10 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5246188 The complaint Mr M complains about AXA Insurance UK Plc’s handling of a claim he made under his home insurance policy. AXA is the underwriter of this policy i.e. the insurer. Part of this complaint concerns the actions of its agents. As AXA has accepted it is accountable fo... (5 pages)View decision -
Decision Reference DRN-5276618
10 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5276618 The complaint Mr B complains that Shawbrook Bank Limited registered a default against him when his loan account fell into arrears. He’s also unhappy that the debt was sold to a third party and payments he’s made to Shawbrook haven’t been credited to his account. What happene... (3 pages)View decision -
Decision Reference DRN-5320171
10 Feb 2025 Bank of Scotland Plc UpheldMortgagesDRN-5320171 The complaint Mr D complains that he was mis-sold his mortgage by Bank of Scotland plc trading as Halifax. He also complains that Halifax has recently told him it would take action against him unless he repaid the full balance because the term of the mortgage had expired – e... (3 pages)View decision