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 4563 results
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Decision Reference DRN-5743366
22 Aug 2025 esure Insurance Limited Not upheldInsuranceDRN-5743366 The complaint A limited company, which I will refer to as B, complains about the avoidance of a motor insurance policy and the decline of a claim by esure Insurance Limited. Mr O, a director of B, brings the complaint on its behalf. What happened The parties are aware of the... (4 pages)View decision -
Decision Reference DRN-2894126
24 Jun 2021 Ageas Insurance Limited Not upheldInsuranceDRN-2894126 The complaint Mr P is unhappy with Ageas Insurance Limited (‘Ageas’) after a claim he made on his classic motor insurance policy. Any reference to Ageas includes the actions of its agents. What happened The background and circumstances of this complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN4053290
2 Jun 2015 Loans 2 Go Limited Not upheldBanking and creditMr H complains that Loans 2 Go Limited shouldn’t have contacted him by phone and mis- used his personal information. backgroundIn 2014 Mr H was behind in repayments for a fixed sum loan he took out with Loans 2 Go. He found Loans 2 Go unsympathetic - because it car... (2 pages)View decision -
Decision Reference DRN2908045
27 Sep 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr C says that Lloyds Bank PLC (“Lloyds”) has incorrectly applied a default and has levied an unfair level of charges on his account. He says the default has stopped him from expanding his business due to other banks refusing to lend to him and caused both him and his wife to become... (2 pages)View decision -
Decision Reference DRN7810979
15 Jan 2018 Hastings Insurance Services Limited Not upheldInsurance (excluding PPI)Mr M is unhappy that Hastings Insurance Services Limited made an administration mistake when he arranged his van insurance. He feels it was unfair to ask him to pay an additional premium for the cover to continue. backgroundIn May 2017, Mr M purchased a used van. He... (2 pages)View decision -
Decision Reference DRN0822484
1 Dec 2016 TSB Bank plc Not upheldBanking and creditMs S complains that TSB Bank plc mishandled her credit card account.background Ms S had a bank credit card on which she paid for payment protection underwritten by an insurer (PPI). By the summer of 2011, her credit card balance was over its limit of about £6,300. ... (2 pages)View decision -
Decision Reference DRN-3772001
28 Oct 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3772001 The complaint Mr A complains that Nationwide Building Society (Nationwide) defaulted his account. What happened Mr A had a credit card from Nationwide. The limit was £6,000. He drew the balance down with a series of balance transfers in June 2020. His income was affected by the... (2 pages)View decision -
Decision Reference DRN5398680
26 May 2016 Bank of Scotland Plc Not upheldBanking and creditMr W complains that Bank of Scotland plc (trading as Halifax) wrongly held him liable for an account opened through identity theft.background Halifax pursued Mr W for the debt on an account that had been opened in his name in January 2015. It instructed collections a... (2 pages)View decision -
Decision Reference DRN6888688
2 Aug 2016 Bank of Ireland (UK) Plc Not upheldBanking and creditMrs D and Miss D complain that Bank of Ireland (UK) Plc (trading as Post Office Money) deducted tax from their interest despite registering for gross interest.backgroundMrs D and Miss D held two accounts with Post Office Money. They registered for gross interest for t... (2 pages)View decision -
Decision Reference DRN8358349
10 Feb 2016 Santander UK Plc Not upheldBanking and creditMs P has complained: that Santander let her account become overdrawn and charged overdraft fees; that it refused to allow her to set up internet bankingbackgroundMs P has an account with Santander. She has been abroad for some time and at present has no permane... (2 pages)View decision
