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 375120 results
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Decision Reference DRN-5507728
21 Aug 2025 Scottish Friendly Assurance Society Limited UpheldPensions and AnnuitiesDRN-5507728 The complaint Mr S complains that Scottish Friendly Assurance Society Limited (Scottish Friendly) caused delays in the setting up of his annuity resulting in his income being underpaid by around £2,463.78. He wants the arrears paid and compensation for the inconvenience. Wh... (4 pages)View decision -
Decision Reference DRN-5628368
21 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5628368 The complaint Mr I complains that Bank of Scotland Plc (trading as Halifax) won’t refund the money he lost when he fell victim to a scam. What happened Mr I met someone in the course of his work who told him they were involved with investments and had an opportunity Mr I co... (4 pages)View decision -
Decision Reference DRN-5277386
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5277386 The complaint Miss V complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by... (4 pages)View decision -
Decision Reference DRN-5551585
21 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5551585 The complaint Mr W complains that Bank of Scotland (‘BOS’) declined his request for an appointment at his local branch. What happened Mr W had bank accounts with BOS. Mr W contacted it in August 2024 and asked to book a face to face appointment at his local branch so that a... (2 pages)View decision -
Decision Reference DRN-5714956
21 Aug 2025 Covea Insurance plc Not upheldInsuranceDRN-5714956 The complaint A company, which I will refer to as “H” complains about Covea Insurance plc’s handling of their buildings Insurance claim. Miss G has brought the complaint on behalf of H, so I will refer to her below. All references to Covea also include its appointed agents. ... (4 pages)View decision -
Decision Reference DRN-5767880
21 Aug 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5767880 The complaint Mr S has complained about the quality of a car provided on finance by Tandem Motor Finance Limited. What happened Tandem supplied Mr S with a used car on a hire purchase agreement in October 2023. The cash price of the car was around £6,700 and it had covered ... (7 pages)View decision -
Decision Reference DRN-5720291
21 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5720291 The complaint Mr J is unhappy his Nationwide Building Society (“Nationwide”) debit card was declined on two separate occasions. He is also unhappy with the service he received from Nationwide when he raised this. What happened In January 2025, Mr J tried to use his Nationwid... (3 pages)View decision -
Decision Reference DRN-5719815
21 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5719815 The complaint Mr M complains about the settlement value of a claim Legal and General Assurance Society Limited accepted under his life and critical illness policy. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details he... (2 pages)View decision -
Decision Reference DRN-5759903
21 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5759903 The complaint Miss K complains about AXA Insurance UK Plc’s handling of a subsidence claim made under her landlord’s insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Miss K has a landlo... (10 pages)View decision -
Decision Reference DRN-4641156
21 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4641156 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision
