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 120614 results
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Decision Reference DRN-5294000
28 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5294000 The complaint Mr M has complained that Bank of Scotland plc trading as Halifax acted irresponsibly when it provided him with an overdraft facility on his current account. He has also said the bank failed in its duty of care to support him as a vulnerable consumer. Background... (5 pages)View decision -
Decision Reference DRN-5339661
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5339661 The complaint Mrs J complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mrs J fell victim to a fake job scam after she wa... (10 pages)View decision -
Decision Reference DRN-5025298
28 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5025298 The complaint Ms C complains that the car she acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. She wants MFL to fairly and reasonably settle her complaint and cover the costs that she’s incurred. What happened Ms C entered into a hire purchas... (4 pages)View decision -
Decision Reference DRN-4760840
28 Feb 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-4760840 The complaint Miss Q complains about Phoenix Life Limited (Phoenix). She’s unhappy with the service she received during its death benefit claim process. Miss Q is the administrator of the estate of her late father, “Mr Q”. She is an eligible complainant in this complaint du... (4 pages)View decision -
Decision Reference DRN-5356955
28 Feb 2025 American International Group UK Limited UpheldInsuranceDRN-5356955 The complaint Mr and Mrs B are unhappy because American International Group UK Limited trading as AIG UK has partially settled a claim they made on a personal accident policy. What happened Mr B claimed on a personal accident policy after sustaining injuries to his left arm ... (5 pages)View decision -
Decision Reference DRN-5364205
28 Feb 2025 Chaucer Insurance Company Designated Activity Company UpheldInsuranceDRN-5364205 The complaint Mr and Mrs B have complained that their buildings insurer, Chaucer Insurance Company Designated Activity Company (‘Chaucer’), unfairly turned down a claim they made on their policy. Chaucer is the underwriter of this policy i.e., the insurer. During the claim ... (6 pages)View decision -
Decision Reference DRN-5309217
28 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5309217 The complaint Ms D, on behalf of the estate of Mrs D complains that Black Horse Limited was irresponsible in its lending to the late Mrs D. What happened This complaint was initially brought to this service by Mrs D represented by a family member, Ms D. However, Mrs D has si... (4 pages)View decision -
Decision Reference DRN-5363212
28 Feb 2025 Soteria Insurance Limited UpheldInsuranceDRN-5363212 The complaint Mr L complains that following a lengthy subsidence claim, which is still ongoing, Soteria Insurance Limited have maintained their decision that cracking to the first floor of his property isn’t related to subsidence. He’s also unhappy that some of his contents ... (8 pages)View decision -
Decision Reference DRN-5364091
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5364091 The complaint Miss B is unhappy with Barclays Bank UK PLC. Miss B paid in a cheque to her account for £125,000.00 Unfortunately, Barclays credited her account with only £125.00. Miss B would like Barclays to pay the full amount of the cheque into her account. Miss B has inv... (4 pages)View decision -
Decision Reference DRN-5331250
28 Feb 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5331250 The complaint Mx P has complained that AXA PPP Healthcare Limited declined to pay for prescription costs under a private medical insurance policy. What happened AXA agreed to cover Mx P’s consultation with a menopause specialist that took place in July 2024. The consultant ... (3 pages)View decision
