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 380824 results
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Decision Reference DRN-5609030
30 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5609030 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr M says that in April 2024 he paid a garage £2,300 to repair the gearbox of his car. In May he paid ... (3 pages)View decision -
Decision Reference DRN-5751339
30 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5751339 The complaint Mrs G complains the Royal Bank of Scotland Plc won’t let her make a large cash withdrawal unless she provides invoices or other documentation. What happened Mrs G has a current account and a savings account with the Royal Bank of Scotland. Mrs G called Royal Ba... (2 pages)View decision -
Decision Reference DRN-5907873
30 Oct 2025 Ageas Insurance Limited UpheldInsuranceDRN-5907873 The complaint Mr T complains that Ageas Insurance Limited (Ageas) unfairly declined his motor insurance claim after his car was stolen. What happened In August 2024, Mr T told Ageas his car had been stolen whilst being repaired at a garage. Mr T reported the theft to the pol... (4 pages)View decision -
Decision Reference DRN-5884209
30 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5884209 The complaint Miss C complains about the outcome of a claim she made to Creation Consumer Finance Ltd (“Creation”) in relation to an item she purchased using a loan it provided. What happened In December 2024, Miss C used her running account credit agreement with Creation t... (4 pages)View decision -
Decision Reference DRN-5911779
30 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5911779 The complaint Ms D complains that Nationwide Building Society failed to recover money she had paid to a fraudulent company. What happened On 27 December 2024 Ms D ordered goods online at a cost of £740.12 using her debit card. Nationwide’s automated systems picked up the pay... (3 pages)View decision -
Decision Reference DRN-5904829
30 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5904829 The complaint Mr M complains because Legal and General Assurance Society Limited (L&G) declined a claim under and voided his critical illness insurance policy. What happened Mr M took out a critical illness insurance policy, provided by L&G, in August 2019. Unfortuna... (3 pages)View decision -
Decision Reference DRN-5703370
30 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5703370 The complaint Miss H complains HSBC UK Bank Plc acted unfairly when it registered a default on her credit file and when it refused to remove the default even though she’s repaid the debt in full. What happened Miss H had a student account with HSBC with an arranged overdraft... (3 pages)View decision -
Decision Reference DRN-5853686
30 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5853686 The complaint Miss H complains about a car supplied under a hire purchase agreement, provided by Zopa Bank Limited. What happened Around April 2024 Miss H acquired a used car under a hire purchase agreement with Zopa. The car is listed with a cash price of £4,973, was aroun... (3 pages)View decision -
Decision Reference DRN-5904868
30 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5904868 The complaint Mrs M complains about how Legal and General Assurance Society Limited (L&G) dealt with her cover under a joint life insurance policy. What happened In October 2024, L&G wrote to Mrs M and said it was cancelling her joint life insurance policy. However, ... (2 pages)View decision -
Decision Reference DRN-5904897
30 Oct 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5904897 The complaint Mr and Mrs M complain because Legal and General Assurance Society Limited (L&G) cancelled their joint life insurance policy. What happened Mr and Mrs M took out a joint life insurance policy with L&G in July 2008. In 2024, L&G cancelled the policy a... (2 pages)View decision
