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 123872 results
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Decision Reference DRN-5705581
4 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5705581 The complaint Mr M complains that Haven Insurance Company Limited (Haven) settled a claim on his commercial vehicle motor insurance policy unfairly. He says he is out of pocket as a result. An associate of Mr M’s has helped him to bring this complaint. But, for ease of readi... (4 pages)View decision -
Decision Reference DRN-5334783
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5334783 The complaint Mr F complains about Monzo Bank Ltd’s decision not to uphold his dispute about a faulty laptop. What happened Mr F purchased a laptop costing around £2,770 from a merchant (who I’ll refer to as ‘R’ throughout this decision) in June 2023 with his Monzo Flex Mast... (6 pages)View decision -
Decision Reference DRN-5727679
4 Aug 2025 Bank of Scotland Plc UpheldMortgagesDRN-5727679 The complaint Mr and Mrs A complain that overpayments they made to their mortgage with Bank of Scotland trading as Halifax, have triggered a recalculation of their monthly payments. Mr and Mrs A said they wanted payment stability, not for their monthly payments to go down. W... (8 pages)View decision -
Decision Reference DRN-5709728
4 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5709728 The complaint Miss S complains that a car supplied to her by Specialist Motor Finance Limited (SMF) under a hire purchase agreement was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Miss S’ complaint. I’ve copied... (7 pages)View decision -
Decision Reference DRN-5733080
4 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5733080 The complaint Miss P complains Nationwide Building Society (“Nationwide”) refuses to open her an account with a debit card facility. Miss P wants Nationwide to give her an account which has the use of a debit card and pay her compensation for the distress and inconvenience i... (3 pages)View decision -
Decision Reference DRN-5655481
4 Aug 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5655481 The complaint Mr M complains about the level of service The Royal Bank of Scotland plc provided when he raised a complaint about the conduct of one of their advisers. He’s also said they failed to adequately explain how interest is charged on the overdraft he has with them. ... (2 pages)View decision -
Decision Reference DRN-5733147
4 Aug 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5733147 The complaint Mr K complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and their decision to record his claim as a fault incident. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in... (4 pages)View decision -
Decision Reference DRN-5425237
4 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5425237 The complaint Mr B complains that TSB Bank Plc won’t reimburse him, after he made payments towards an investment that he now considers was an Authorised Push Payment (APP) scam. Mr B is professionally represented in bringing his complaint, but for ease of reading, I’ll refer... (5 pages)View decision -
Decision Reference DRN-5732839
4 Aug 2025 Aviva Insurance Limited UpheldInsuranceDRN-5732839 The complaint A company I will refer to as 2 complains about the way its commercial vehicle insurer, Aviva Insurance Limited (‘Aviva’), dealt with a claim it made on its policy after one of its vehicles was damaged. Mr K who is a director of 2 brings the complaint on its beh... (6 pages)View decision -
Decision Reference DRN-5733017
4 Aug 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5733017 The complaint Mr B complains that The Co-operative Bank Plc (Co-op) unfairly closed his account. What happened Mr B was subject to fraud on his Co-op account that resulted in the loss of funds. His account was eventually put right, but The Co-op decided not to renew his acco... (3 pages)View decision
