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 375266 results
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Decision Reference DRN-5741798
26 Aug 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5741798 The complaint Mrs K complains about the poor service she received from staff of Skipton Building Society (SBS) both over the telephone, and within a visit to a branch. What happened In February 2025 nearing the end of a bond maturity period, Mrs K called SBS to check she co... (3 pages)View decision -
Decision Reference DRN-5729338
26 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5729338 The complaint Mrs L has complained that a recovery agent caused further damage to her car when she sought assistance from U K Insurance Limited trading as Green Flag under a roadside assistance policy. What happened Mrs L contacted Green Flag as her car had a flat battery. G... (3 pages)View decision -
Decision Reference DRN-5772465
26 Aug 2025 West Bromwich Mortgage Company Limited Not upheldMortgagesDRN-5772465 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr C held until recently with West Bromwich Mortgage Company Limited (WBMC). The mortgaged property was a leasehold flat, which I’ll refer to as Flat 2, in a block where Mr C later acquired another flat, mortg... (9 pages)View decision -
Decision Reference DRN-5314848
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5314848 The complaint Mr N, who is represented, complains that Barclays Bank UK PLC won’t reimburse him his loss after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In November 202... (3 pages)View decision -
Decision Reference DRN-5468240
26 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5468240 The complaint Mrs D complains that Lloyds Bank PLC won’t refund the money she lost as the result of a scam. Mrs D has been represented in her complaint by a firm of professional representatives. What happened The background to this complaint is well known to the parties, so ... (4 pages)View decision -
Decision Reference DRN-5492454
26 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5492454 The complaint Mr S complains that a car that was supplied to him under a hire purchase agreement with First Response Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr S under a hire purchase agreement with First Response Finance that... (3 pages)View decision -
Decision Reference DRN-5763454
26 Aug 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5763454 The complaint Mr S complains about how Advantage Insurance Company Limited dealt with a claim against his motor insurance policy. Reference to Advantage includes its agents. What happened Mr S had a motor insurance policy underwritten by Advantage. Mr S’ son, who was a name... (5 pages)View decision -
Decision Reference DRN-5682845
26 Aug 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5682845 The complaint Mr S has complained about his HomeCare insurance product provider, British Gas Insurance Limited (BGI) as he feels he was provided poor service when discussing his policy needs, with BGI’s administrator, which caused him distress and inconvenience. It’s import... (2 pages)View decision -
Decision Reference DRN-5400937
26 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5400937 The complaint Miss H has complained that Hargreaves Lansdown Asset Management Limited (HLAM) did not make her aware that when taking a lump sum from her pension she would incur a tax charge from His Majesty’s Revenue and Customs (HMRC), causing her a financial loss. She woul... (4 pages)View decision -
Decision Reference DRN-5645949
26 Aug 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5645949 The complaint Mrs R complains that Liverpool Victoria Insurance Company Limited (‘LV) voided her home insurance policy and didn’t pay her subsidence claim. Mrs R has been represented by a family member during this complaint. But for ease of reading, any reference to ‘Mrs R’... (5 pages)View decision
