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-5450596
12 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5450596 The complaint Miss F complains Nationwide Building Society lent to her irresponsibly when they gave her an overdraft and subsequently increased her credit limit. She also says they defaulted her account unfairly and failed to notify her before doing so. What happened Miss F... (3 pages)View decision -
Decision Reference DRN-5609637
12 Jun 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5609637 The complaint Miss F complains Loans 2 Go Limited (L2G) lent to her irresponsibly when they approved her application for a loan. What happened Miss F complains L2G lent to her irresponsibly when they approved the following loan: Date Amount of credit Interest Loan term Mon... (3 pages)View decision -
Decision Reference DRN-5621646
12 Jun 2025 Vitality Corporate Services Limited Not upheldInsuranceDRN-5621646 The complaint The estate of Mr H (Mrs H) complained that Vitality Corporate Services Limited didn’t increase the sum assured when requested. What happened The late Mr H took out a life and serious illness policy with Vitality in 2014. After moving house in 2022, Mr H contact... (2 pages)View decision -
Decision Reference DRN-5519156
12 Jun 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5519156 The complaint Mr G complains that BUPA Insurance Limited declined a claim under his private health insurance policy. What happened Mr G held a private health insurance policy through his employer since 1 November 2021, and it was provided by Bupa. Mr G made a claim due to ... (3 pages)View decision -
Decision Reference DRN-5503729
12 Jun 2025 Suits Me Limited Not upheldBanking and PaymentsDRN-5503729 The complaint Mr O complains about Suits Me Limited. He says that Suits Me didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened In September 2023, Mr O unfortunately fell victim to a cryptocurren... (2 pages)View decision -
Decision Reference DRN-5568197
12 Jun 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5568197 The complaint Ms G complains that Royal & Sun Alliance Insurance Limited (RSA) has unfairly recorded a claim made on her buildings insurance policy. She also feels it has failed to reimburse her costs which she incurred because of how the claim was handled. What happened... (3 pages)View decision -
Decision Reference DRN-5621413
12 Jun 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5621413 The complaint Ms S and Miss M, as trustees of a trust, complain that Metro Bank Plc didn’t follow their instructions when setting up the trust’s bank account. What happened This complaint concerns a personal injury trust, set up when Miss M received compensation after being... (3 pages)View decision -
Decision Reference DRN-5419951
12 Jun 2025 The Mortgage Business Plc UpheldMortgagesDRN-5419951 The complaint Mr M complains that The Mortgage Business Plc trading as TMB reneged on an agreement to extend his buy to let (BTL) mortgage term. He says he was led to believe the rate was fixed for the duration of the mortgage, and that all of this has impacted his credit fi... (3 pages)View decision -
Decision Reference DRN-5468172
12 Jun 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5468172 The complaint Mrs J’s complained – in her capacity as trustee of the J Trust – that Aviva Life & Pensions UK Limited unfairly declined the claim she made on Mr J’s life insurance policy when he died. Mrs J has brought the trust’s complaint to the Financial Ombudsman Serv... (4 pages)View decision -
Decision Reference DRN-5314891
12 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5314891 The complaint Mr V is unhappy Wise Payments Limited didn’t refund payments he made as part of a scam. Mr V brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr V throughout this decision. What happened In 2023 Mr V saw ... (3 pages)View decision
