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 4790 results
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Decision Reference DRN3442350
5 May 2015 Bank of Scotland Plc Not upheldBanking and creditMrs C complains that Bank of Scotland plc (trading as Halifax) pressured her into upgrading her account to a packaged bank account. She says she was led to believe her overdraft would be removed if she didn’t upgrade, she didn’t need or use any of the benefits as ... (2 pages)View decision -
Decision Reference DRN4433435
21 Apr 2020 BISL Limited Not upheldInsurance (excluding PPI)Mr J has complained about BISL Limited. He believes it renewed his home insurance policy between 2015 and 2018 without his authorisation. He says, when he complained, it only offered to refund half of the premium.background Mr J, via his mother, Mrs J, arranged cover with BISL in 2014. The... (2 pages)View decision -
Decision Reference DRN-5157945
19 May 2025 abrdn Fund Managers Limited UpheldPensions and AnnuitiesDRN-5157945 The complaint Mr P has complained about delays caused by abrdn Fund Managers Limited (“abrdn”) in releasing the sale proceeds from investments he held with them. These delays meant the annuity which Mr P intended to purchase was delayed, resulting in annuity payments being m... (5 pages)View decision -
Decision Reference DRN-3173013
4 Jan 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3173013 The complaint Mr S complains Halifax declined a claim he made under the direct debit guarantee. He wants Halifax to refund the payments which were the subject of his claim and he wants to know why his claim was rejected. What happened I summarised the background of this complai... (2 pages)View decision -
Decision Reference DRN7766234
17 Oct 2016 Retail Money Market Ltd Not upheldInvestment and pensionsMr L has complained Retail Money Market Limited, trading as RateSetter, told him he’d be getting return of 6.1% on the £1,000 he was lending using their platform. He wants them to fulfil this requirement.backgroundMr L used the RateSetter platform to lend some of hi... (2 pages)View decision -
Decision Reference DRN0555288
31 Oct 2014 Bank of Scotland Plc Not upheldBanking and creditMr L complains that Bank of Scotland plc (trading as Halifax) unfairly registered information about him with a fraud prevention database.background Mr L opened an account with Halifax. Around six weeks later, two payments totalling £1,850 were credited to the account. On the same day t... (3 pages)View decision -
Decision Reference DRN0228556
18 May 2016 National Westminster Bank Plc Not upheldBanking and creditMr M complains that National Westminster Bank Plc did not do enough to protect him from fraud on his account and provided poor customer service.background Mr M was the victim of an ‘account take over’. A fraudster managed to obtain sufficient personal details to orde... (2 pages)View decision -
Decision Reference DRN2203011
26 Jul 2018 Advantage Insurance Company Limited UpheldInsurance (excluding PPI)Mr P is unhappy Advantage Insurance Company Limited declined a claim he made on his car insurance policy.backgroundMr P bought a used car in October 2017. He bought the car from a private seller at their home address. He carried out an HPI check before buying it, which... (2 pages)View decision -
Decision Reference DRN8863309
14 Jan 2016 Enterprise Insurance Company plc UpheldInsurance (excluding PPI)Mr H complains that Enterprise Insurance Company plc gave poor service under his taxi insurance. backgroundMr H reported fire damage to his taxi. Enterprise eventually decided he’d had an electrical problem not covered by the policy. Its salvage agents returned the vehicl... (2 pages)View decision -
Decision Reference DRN3994440
16 Mar 2017 Secure Trust Bank Plc Not upheldBanking and creditMr H complains about the amount charged by Secure Trust Bank Plc when he chose to end his hire purchase agreement early.backgroundMr H had a car through a hire purchase agreement. When he was half way through the term of the agreement he decided to hand the car bac... (2 pages)View decision