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 392389 results
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Decision Reference DRN-5691809
16 Sep 2025 Responsible Life Limited Not upheldMortgagesDRN-5691809 The complaint Mr and Mrs H complain that Responsible Life Limited mis-sold them a lifetime mortgage. What happened In 2024 Mr and Mrs H took advice from Responsible Life about taking out a lifetime mortgage. Responsible Life recommended a mortgage with a lender I’ll call J, ... (2 pages)View decision -
Decision Reference DRN-5712778
16 Sep 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5712778 The complaint Mr O and the estate of Mrs O complain about the way in which British Gas Insurance Limited (BGIL) dealt with callouts and repairs under their HomeCare policy when their boiler broke down. They’re also unhappy that BGIL didn’t replace their boiler. What happene... (4 pages)View decision -
Decision Reference DRN-5820587
16 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5820587 The complaint Ms J complains Bank of Scotland plc (trading as Halifax) failed to carry out her instruction to add her husband to her account. She believes she’s lost out as a result. What happened A summary is below. Ms J held a savings and current account with the Bank of S... (2 pages)View decision -
Decision Reference DRN-5719939
16 Sep 2025 Millennium Insurance Company Limited Not upheldInsuranceDRN-5719939 The complaint Mr W is unhappy that Millenium Insurance Company Limited refused to pay a claim he made on his income protection policy and avoided his policy. What happened Mr W took out an income protection policy in early January 2024. Shortly afterwards he needed to claim ... (2 pages)View decision -
Decision Reference DRN-5800418
16 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5800418 The complaint Mr H complains that INTACT INSURANCE UK LIMITED, has unfairly declined a claim made for his motor home and voided his policy. He doesn’t think INTACT has treated him fairly when it has said the vehicle is not one it would have insured had he answered questions ... (3 pages)View decision -
Decision Reference DRN-5685031
16 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5685031 The complaint Ms N complaints NewDay Ltd trading as Debenhams (“NewDay”) irresponsibly lent to her. What happened In November 2017 Ms N applied for a credit card with NewDay in store. The application was accepted and she was provided with an initial limit of £500. The cred... (4 pages)View decision -
Decision Reference DRN-5805804
16 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5805804 The complaint Mr D complains that TSB Bank plc unfairly blocked his account without providing a proper explanation. He is also unhappy that TSB won’t release money that was paid into his account back to him after it closed his account. What happened The detailed background o... (3 pages)View decision -
Decision Reference DRN-5510264
16 Sep 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5510264 The complaint Mr and Mrs B complain Inter Partner Assistance SA unfairly settled their claim and caused delays. What happened The background of this case is well known to both parties and has been set out clearly by the investigator, so I will only provide a short summary. M... (3 pages)View decision -
Decision Reference DRN-5677031
16 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5677031 The complaint Mr M is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to an investment opportunity which he now believes to be a scam. The complaint is brought on his behalf by a professional representative, but for ease I’ll mainly refer to... (3 pages)View decision -
Decision Reference DRN-5817857
16 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5817857 The complaint Mr and Mrs G are unhappy with the exchange rate applied and the information provided to them when they cashed their Euro cashier’s cheque with Lloyds Bank Plc (‘Lloyds’). What happened I issued a provisional decision on this complaint, inviting both parties to ... (6 pages)View decision