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-5657313
23 Jul 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5657313 The complaint Ms D complains that Clydesdale Bank Plc trading as Virgin Money (Clydesdale) has failed to send her important documents regarding her mortgage account following her separation from the joint account holder, despite having repeatedly requested these. What happen... (4 pages)View decision -
Decision Reference DRN-5710530
23 Jul 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5710530 The complaint Mr P complains that Loans 2 Go Limited (L2G) irresponsibly lent to him. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary. L2G provided ... (6 pages)View decision -
Decision Reference DRN-5570861
23 Jul 2025 Calpe Insurance Company Limited UpheldInsuranceDRN-5570861 The complaint Mr C and Mr L complain that Calpe Insurance Company Limited unfairly avoided a motor insurance policy and declined a claim. Mr C and Mr L have been represented by a legal representative on the complaint. But for simplicity and because Mr C was the main policyho... (3 pages)View decision -
Decision Reference DRN-5710430
23 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5710430 The complaint Mrs B complains that HSBC UK Bank Plc (“HSBC”) unfairly applied an inhibit to her joint account held with her estranged husband Mr B. What happened Mr and Mrs B held a joint account ending in 9268 with HSBC where the statements show their joint household expens... (4 pages)View decision -
Decision Reference DRN-5432298
23 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5432298 The complaint Miss E is unhappy with how Admiral Insurance (Gibraltar) Limited (Admiral) has said it will settle a claim made under her motor insurance policy. Any references to Admiral include its agents. Miss E is represented by Mr G. What happened Miss E’s car was invol... (2 pages)View decision -
Decision Reference DRN-5710456
23 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5710456 The complaint Mr M complains that his commercial vehicle insurer, Ageas Insurance Limited (‘Ageas’) undervalued his car after it was declared a total loss. What happened I issued a provisional decision regarding this complaint earlier this month. An extract from that decisi... (7 pages)View decision -
Decision Reference DRN-5710333
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5710333 The complaint Mrs T is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs T fell victim to a cruel investment scam. After seeing an online advert for an investment s... (6 pages)View decision -
Decision Reference DRN-5696073
23 Jul 2025 U K Insurance Limited UpheldInsuranceDRN-5696073 The complaint Mr D and Miss E are unhappy with the delay in U K Insurance Limited (“UKI”) settling their claim following a decision to do so was made by the Financial Ombudsman Service (FOS). They think the settlement paid by UKI is unfair. UKI were providing a home insuranc... (3 pages)View decision -
Decision Reference DRN-5456074
23 Jul 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5456074 The complaint The estate of Mr H has complained about the customer service it received from Scottish Widows Limited when it made a claim under the late Mr H’s pension plan. What happened Mr H held a personal pension plan with Scottish Widows Limited (Scottish Widows). Sadly... (5 pages)View decision -
Decision Reference DRN-5271385
23 Jul 2025 Black Horse Limited UpheldConsumer CreditDRN-5271385 The complaint Mr K complains about the quality of a car supplied by Black Horse Limited (‘BH’) on finance. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes wit... (3 pages)View decision
