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 4245 results
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Decision Reference DRN1372922
12 Feb 2016 Bank of Scotland Plc Not upheldBanking and creditMrs C has complained that Bank of Scotland plc (trading as Halifax) mis-sold a Ultimate Reward Current Accounts (URCA) to her. She pays a monthly fee for the account which offers several benefits in return.backgroundHalifax records show that Mrs C opened a fee free a... (2 pages)View decision -
Decision Reference DRN0123491
28 Oct 2013 Barclays Bank Plc Not upheldBanking and creditMr L complains that Barclays Bank Plc (“Barclaycard”) caused a job offer that had been made to him to be withdrawn as a result of incorrect, adverse information it recorded on his credit file. He is seeking compensation for having lost the employment opportunity.background Barclaycard... (2 pages)View decision -
Decision Reference DRN9246384
15 Jun 2015 UK Insurance Limited Not upheldInsurance (excluding PPI)Mr M complains about the way UK Insurance Limited (“UKI”) handled the claim he made under his car insurance policy.backgroundI considered the complaint and issued a provisional decision as below – Mr M was involved in an incident whilst driving his car along a main r... (3 pages)View decision -
Decision Reference DRN2429219
19 Mar 2015 MBNA Limited Not upheldBanking and creditMr A complains that MBNA Limited registered a default on his credit file with no warning and even though he’d entered a debt management plan. He’d like MBNA to remove the default and allow him to enter a repayment plan to ensure that further defaults aren’t recor... (2 pages)View decision -
Decision Reference DRN-4931552
17 Oct 2024 Ageas Insurance Limited Not upheldInsuranceDRN-4931552 The complaint Mr T has complained that Ageas Insurance Limited (‘Ageas’) retained his full policy premium after his motor insurance policy was unfairly cancelled . What happened Mr T purchased his Ageas motor insurance policy through an insurance intermediary/a broker I’ll ... (3 pages)View decision -
Decision Reference DRN-4999883
16 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4999883 The complaint Mr R complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parti... (3 pages)View decision -
Decision Reference DRN-5195990
11 Mar 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5195990 The complaint Mr K is unhappy with Aviva Life & Pensions UK Limited’s decision not to allow him to increase the level of protection under his income protection policy. What happened Mr K has income protection with Aviva. When he first took the policy, it was with another... (3 pages)View decision -
Decision Reference DRN-1562495
14 Sep 2020 Aviva Insurance Limited Not upheldInsuranceDRN-1562495The complaintMr K has complained that Aviva Insurance Limited didn’t meet all of the costs to repair his car following a claim he made under his car insurance policy. What happenedIn April 2019 Mr K contacted his insurer, Aviva to say that three weeks before a third party vehicl... (3 pages)View decision -
Decision Reference DRN-4999837
16 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4999837 The complaint Mr R complains that Bank of Scotland plc trading as Halifax won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on t... (3 pages)View decision -
Decision Reference DRN-4874317
25 Sep 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4874317 The complaint Miss M is unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim on her motor insurance policy. What happened Miss M was involved in a car accident as she collided with an oncoming vehicle after turning right at a junction. When she reported... (3 pages)View decision
