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-5448848
16 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5448848 Complaint Mrs W has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to her current account. Mrs W is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Mrs W’s account were unfair as ... (6 pages)View decision -
Decision Reference DRN-5613740
16 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5613740 Complaint Ms F has complained about the overdraft charges HSBC UK Bank Plc (trading as “First Direct”) applied to her current account. She’s said that the overdraft was unaffordable and so she shouldn’t have been provided with it. Ms F is also unhappy that her account was d... (5 pages)View decision -
Decision Reference DRN-5625162
14 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5625162 The complaint Mr W has complained about Admiral Insurance (Gibraltar) Limited’s decision to reject a claim he made for fire damage under his car insurance policy. What happened Mr W’s car failed to start and so he contacted a breakdown recovery company (BRC) for assistance. ... (3 pages)View decision -
Decision Reference DRN-5405457
14 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5405457 The complaint Mr M complains about NewDay Ltd, trading as Aqua, lending to him irresponsibly. What happened In September 2021, Mr M applied for an Aqua credit card. NewDay approved this with a credit limit of £600. In 2024, Mr M complained to NewDay as he considers their l... (3 pages)View decision -
Decision Reference DRN-5503506
13 Jun 2025 Allianz Insurance Plc UpheldInsuranceDRN-5503506 The complaint Miss S complains Allianz Insurance Plc trading as Petplan has unfairly declined a claim she made on a pet insurance policy. What happened Both parties are aware of the full details of what led to the complaint, so I won’t explain them in detail here. Instead, I... (4 pages)View decision -
Decision Reference DRN-5190459
13 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5190459 The complaint Mr V complains that Bank of Scotland plc trading as Halifax failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) romance scam. What happened The background to this complaint is well known to both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-5585384
13 Jun 2025 ManyPets Ltd UpheldInsuranceDRN-5585384 The complaint Mr H is unhappy that ManyPets Ltd led him to believe his past claims wouldn’t affect his renewal premiums, but they have. What happened Mr H took out a lifetime pet insurance policy with ManyPets in May 2020. At the time, ManyPets said individual claims wouldn... (3 pages)View decision -
Decision Reference DRN-5399770
13 Jun 2025 First Complete Limited Not upheldInsuranceDRN-5399770 The complaint Mr W complains that he was mis-sold an income protection policy by First Complete Limited, principally because it was too costly and didn’t include critical illness cover. To resolve his complaint, he wants the premiums he paid for the policy to be reimbursed i... (3 pages)View decision -
Decision Reference DRN-5325313
13 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5325313 The complaint Mr O complains that Wise Payments Limited (‘Wise’) won’t refund money he lost as part of a scam. Mr O is professionally represented, however, to keep things simple, I’ll refer to Mr O throughout my decision. What happened The background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-5585439
13 Jun 2025 Wakam Not upheldInsuranceDRN-5585439 The complaint Mr H is unhappy that Wakam sharply increased his pet insurance premiums. What happened In 2020, Mr H took out a lifetime pet insurance policy for his dogs. He renewed it each year. In 2023 his monthly premium had risen from around £60 to around £110. Mr H adju... (2 pages)View decision
