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 121115 results
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Decision Reference DRN-5210648
17 Feb 2025 Scottish Widows Limited UpheldInvestmentsDRN-5210648 The complaint Mrs M and Mrs S as trustees of the D Trust complained about Scottish Widows Limited (Scottish Widows). They have said that Scottish Widows has provided the wrong information which has delayed the encashment of the investment held in the trust. What happened Mr... (2 pages)View decision -
Decision Reference DRN-5050291
17 Feb 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5050291 The complaint Mr S and Miss W complain about delays Advantage Insurance Company Limited (‘Advantage’) caused when dealing with a claim made on their home insurance policy. What happened Both parties will be familiar with the background to this complaint. So, I’ll only briefly s... (6 pages)View decision -
Decision Reference DRN-5322363
17 Feb 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5322363 The complaint Miss C has complained about Admiral Insurance (Gibraltar) Limited. She isn’t happy about the valuation of her car after it was deemed a total loss following a claim under her motor insurance policy. What happened Miss C made a claim under her motor insurance po... (2 pages)View decision -
Decision Reference DRN-5164507
17 Feb 2025 Evolution Insurance Company Limited UpheldInsuranceDRN-5164507 The complaint Mr B is unhappy with how Evolution Insurance Company Limited (Evolution) handled a claim made under his household warranty policy. What happened In July 2024, Mr B contacted Evolution because his fridge freezer stopped working. Evolution arranged for an engine... (3 pages)View decision -
Decision Reference DRN-5334289
17 Feb 2025 Aviva Insurance Limited UpheldInsuranceDRN-5334289 The complaint Mr U complains Aviva Insurance Limited hasn’t handled a claim against his motor insurance policy fairly. What happened I issued a provisional decision. I said: “I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in t... (2 pages)View decision -
Decision Reference DRN-5302428
17 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5302428 Complaint Mr and Mrs W have complained about the overdraft charges Bank of Scotland plc (trading as “Halifax”) applied to their current account. They’ve effectively said the charges were unfair and kept them in an overdrawn balance on the account for an extended period of t... (4 pages)View decision -
Decision Reference DRN-5328298
17 Feb 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5328298 Complaint Mrs F has complained that Loans 2 Go Limited (“L2G”) provided her with an unaffordable loan. Background L2G provided Mrs F with a loan for £1,000.00 in May 2024. This loan had an APR of 770% and an 18-month term. This all meant the total amount repayable of £3,700... (4 pages)View decision -
Decision Reference DRN-5214656
17 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5214656 Complaint Mr R has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-5276745
17 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5276745 Complaint Mr A has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-5161713
16 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5161713 The complaint Mr J complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to... (4 pages)View decision
