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 375868 results
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Decision Reference DRN-5667204
3 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5667204 The complaint Mr C is unhappy with TSB Bank Plc. He said the customer service in branch was poor and he wasn’t allowed to pay in some coins that the branch considered to be damaged or “garbled.” What happened Mr C visited a TSB branch to deposit cash. He found there was a l... (3 pages)View decision -
Decision Reference DRN-5796242
3 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5796242 The complaint Mrs D and Mr F complain about The National Farmers’ Union Mutual Insurance Society Limited (“NFU”)’s handling of their buildings insurance claim. All references to NFU also include its appointed agents. What happened Below is intended to be a summary of what ha... (5 pages)View decision -
Decision Reference DRN-5796151
3 Sep 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5796151 The complaint Mr L complained about how his claim for a refund was handled by Frasers Group Financial Services Limited (“FGFS”). What happened In January 2024 Mr L ordered goods from a retailer and paid for the items using a credit account provided by FGFS. He said there wa... (3 pages)View decision -
Decision Reference DRN-5626430
3 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5626430 The complaint Mrs R complains about how British Gas Insurance Limited (BGIL) dealt with her HomeCare policy renewal. She said it removed services without her permission to achieve a lower premium and didn’t fully explain this to her, which caused financial detriment when she... (5 pages)View decision -
Decision Reference DRN-5737425
3 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5737425 The complaint Mr M complains Bank of Scotland trading as Halifax (Halifax) closed his credit card account and registered a fraud marker at Cifas, the national fraud database. What happened Mr M took out a credit card with Halifax in July 2024 with a £10,000 limit. Mr M used ... (4 pages)View decision -
Decision Reference DRN-5744131
3 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5744131 The complaint Ms B has complained about how Watford Insurance Company Europe Limited dealt with her mistake in setting up her sister’s motor policy. References to Watford include all its agents, brokers and intermediaries. What happened Ms B was helping her sister buy a mo... (5 pages)View decision -
Decision Reference DRN-5366759
3 Sep 2025 Bank of London and The Middle East plc UpheldBanking and PaymentsDRN-5366759 The complaint Mr A complains about Bank of London and The Middle East plc trading as ‘Nomo’. What happened Mr A was travelling to the USA on holiday. Prior to travel, he transferred $10,000 to his Nomo USD account, which was successful, and then a further £7,800 to his Nomo... (2 pages)View decision -
Decision Reference DRN-5766520
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5766520 The complaint Miss H complains that Barclays Bank UK PLC trading as Barclaycard reported a late payment marker on her credit file after she’d paid her account balance and closed the account. What happened Miss H held a credit card account with Barclaycard. She wanted to clos... (3 pages)View decision -
Decision Reference DRN-5646968
3 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5646968 The complaint Mr H complains that Aviva Insurance Limited declined a claim on his motor insurance for water damage to his car’s engine. What happened Mr H had motor insurance with Aviva. In November 2024, he drove through a flooded section of road in darkness. A few days lat... (3 pages)View decision -
Decision Reference DRN-5692916
3 Sep 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5692916 The complaint Mr R complains about the way the Co-operative Bank Plc handled his request to change his name – he believes there might be deliberate malicious intent. What happened Mr R changed his name at the end of 2024 using an unenrolled deed poll. He asked a number of or... (2 pages)View decision
