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-5726378
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5726378 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (Halifax) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr S also complains that his relationship with Halifax was unfair as he was allowed to ... (6 pages)View decision -
Decision Reference DRN-4652706
31 Jul 2025 First Holiday Finance Limited UpheldConsumer CreditDRN-4652706 The complaint Mr G’s complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (16 pages)View decision -
Decision Reference DRN-5278806
31 Jul 2025 Evergreen Finance London Limited UpheldConsumer CreditDRN-5278806 The complaint Mrs P complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her when she could not afford to repay it. What happened Mrs P took one loan with MoneyBoat just before Christmas in December 2023. It was for £500, the tota... (3 pages)View decision -
Decision Reference DRN-5574361
31 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5574361 The complaint Mr S is unhappy with the way Admiral Insurance (Gibraltar) Limited settled his complaint about repairs. Mr S says a previous repairer caused further damage when he made a claim under his car insurance policy. What happened Mr S made a claim to his insurer Admir... (3 pages)View decision -
Decision Reference DRN-5726164
31 Jul 2025 Acasta European Insurance Company Limited UpheldInsuranceDRN-5726164 The complaint Miss S complains that Acasta European Insurance Company Limited (‘Acasta’) declined a claim under a furniture warranty. Acasta used a third party company to administer these plans and handle claims, and most of Miss S’s correspondence has been with this company... (3 pages)View decision -
Decision Reference DRN-5689951
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5689951 The complaint Mr H complains Bank of Scotland plc (“Bank of Scotland”) didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. Mr H referred his complaint to us using a professional representative for ease I will refer to Mr H throughout. W... (5 pages)View decision -
Decision Reference DRN-5721316
31 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5721316 The complaint Mr M complains that Royal & Sun Alliance Insurance Limited (RSA) declined his landlord insurance claim. What happened Mr M held landlord insurance cover with RSA which covered his rental property. He made a claim as the property had been used for the culti... (4 pages)View decision -
Decision Reference DRN-5706996
31 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5706996 The complaint Mr T complains about the way that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, has dealt with the hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr T under a hire purcha... (3 pages)View decision -
Decision Reference DRN-5723254
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5723254 The complaint Mr C complains that Bank of Scotland plc trading as Halifax failed in its duty to protect him when he fell victim to a scam. He said that his payments should have been detected by Halifax’s fraud detection systems and that had Halifax intervened, the scam would... (4 pages)View decision -
Decision Reference DRN-5706521
31 Jul 2025 Hargreaves Lansdown Asset Management Limited UpheldInvestmentsDRN-5706521 The complaint Mr T complains that Hargreaves Lansdown Asset Management Limited (HLAM) prevented him from using his voting rights in relation to US shares he holds. What happened Mr T spoke with HLAM and was told that it wasn’t possible for him to vote in the Annual General M... (2 pages)View decision
