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 381196 results
-
Decision Reference DRN-5684608
15 Jul 2025 Bank of Scotland Plc UpheldMortgagesDRN-5684608 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, hasn’t credited some of his payments to his mortgage correctly. As a result, he says it has wrongly treated the mortgage as being in arrears, charged him fees and extra interest, and he suspects ther... (4 pages)View decision -
Decision Reference DRN-5691381
15 Jul 2025 Allied World Assurance Company (Europe) dac UpheldInsuranceDRN-5691381 The complaint Miss T complains that Allied World Assurance Company (Europe) dac failed to deal with a subsidence claim on her buildings insurance policy. What happened Miss T owns a property which she inherited from a relative. She took out a buildings insurance policy, whic... (4 pages)View decision -
Decision Reference DRN-5683871
15 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5683871 The complaint Miss L complains that Nationwide Building Society will not refund a payment made with her credit card, after building work was not carried out to a satisfactory standard. What happened Miss L and her partner wanted to remodel their home. Their plans included si... (4 pages)View decision -
Decision Reference DRN-5640466
15 Jul 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5640466 The complaint Miss P is unhappy with the decision made by Watford Insurance Company Europe Limited (Watford Insurance) following a claim made under Miss P’s car insurance policy. What happened In June 2024 Watford Insurance received notification of an incident from Miss P. ... (3 pages)View decision -
Decision Reference DRN-5313550
15 Jul 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5313550 The complaint Mr C is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. What happened In May 2023, Mr C was supplied with a used car through a condition... (3 pages)View decision -
Decision Reference DRN-5174264
15 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5174264 The complaint Mr S complains Monzo Bank Ltd won’t refund a transaction that debited his account which he says he did not make or authorise. What happened Mr S says he was assaulted, and his phone was stolen at about 12am on 18 April 2024. Mr S had spent the evening watching... (4 pages)View decision -
Decision Reference DRN-5615810
15 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5615810 The complaint Mrs T complains Royal & Sun Alliance Insurance Limited [“RSA”] has unfairly declined a claim she’s made on her pet insurance policy. What happened The background to this complaint is well known to the parties and has been documented by our Investigator prev... (4 pages)View decision -
Decision Reference DRN-5548146
15 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5548146 The complaint Mr H complains about the service he received from TSB Bank plc (“TSB”) on the maturity of his bond. In particular, Mr H is unhappy about inaccuracies in TSB’s administration and the delays in re-investing the funds from his bond. What happened Mr H held two bon... (3 pages)View decision -
Decision Reference DRN-5574121
15 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5574121 The complaint Mr C is unhappy with the decision made by U K Insurance Limited trading as Citroen Insurance (UKI) following a claim made under Mr C’s car insurance policy. What happened In May 2024 UKI received notification of an incident from Mr C. Mr C says ‘…whilst I was ... (3 pages)View decision -
Decision Reference DRN-5692115
15 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5692115 The complaint Mrs J is unhappy that Lendable Ltd haven’t provided information to her that she’s requested from them. What happened In September 2018, Mrs J successfully applied to Lendable for a personal loan, and she received the loan funds later that month. The terms of t... (4 pages)View decision
