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 369227 results
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Decision Reference DRN-5576660
16 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5576660 Complaint Miss H has complained about the overdraft charges The Royal Bank of Scotland Plc (“RBS”) applied to her current account. Miss H is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Miss H’s account w... (5 pages)View decision -
Decision Reference DRN-5355906
16 Jun 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5355906 Complaint Miss B complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with her. She’s said that the finance that was unaffordable and this caused ongoing difficulty going forward. Background In September 2015,... (5 pages)View decision -
Decision Reference DRN-5465563
16 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5465563 Complaint Mr W complains that Moneybarn No.1 Limited (trading “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and that this caused ongoing financial difficulty. Background In May 2017, Moneybarn provide... (5 pages)View decision -
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-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
