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 393318 results
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Decision Reference DRN-5660400
9 Sep 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5660400 The complaint Ms O complains that The Mortgage Business Plc (TMB) mis-sold her interest only mortgage. What happened In 1998 Ms O took out a repayment mortgage with TMB over a term of 25 years. It was later switched to interest only. The mortgage has now reached the end of ... (5 pages)View decision -
Decision Reference DRN-5718296
9 Sep 2025 esure Insurance Limited UpheldInsuranceDRN-5718296 The complaint Mr O has complained about a number of issues relating to esure Insurance Limited’s service in connection with his motor insurance and motor legal protection policies. What happened Mr O insured his car with esure. In April 2022 he claimed on his policy after hi... (5 pages)View decision -
Decision Reference DRN-5805290
9 Sep 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5805290 The complaint Mr W is unhappy that INTACT INSURANCE UK LIMITED (“INTACT”) unfairly declined his claim because of wear and tear under his marine insurance policy. Mr W had representation for the complaint, but for ease and simplicity, I’ll only refer to Mr W. What happened Mr... (3 pages)View decision -
Decision Reference DRN-5706837
9 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5706837 The complaint Mr B and Miss M have complained about Advantage Insurance Company Limited’s handling of a claim they made on their motor insurance policy. In bringing their claim and complaint both Mr B and Miss M have communicated with Advantage and the Financial Ombudsman Se... (4 pages)View decision -
Decision Reference DRN-5798015
9 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5798015 The complaint Mrs M complains that Bank of Scotland plc (‘BOS’) haven’t reported information about her accounts to the Credit Reference Agencies (‘CRAs’) so she hasn’t got a positive credit history. Mrs M feels this has led to credit applications being declined, which was em... (3 pages)View decision -
Decision Reference DRN-5248311
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5248311 The complaint Mr C complains that HSBC UK Bank Plc is wrongly holding him liable for the debts of a limited company. What happened In 2020, Mr C was the director of a limited company that I will call S. All parties accept that S borrowed money from HSBC. S subsequently expe... (3 pages)View decision -
Decision Reference DRN-5721413
9 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5721413 The complaint Miss G complains that NewDay Ltd trading as Aqua lent to her irresponsibly by approving a credit card for her in May 2019 and then making credit limit increases which she could not afford to repay. What happened I created this table for clarity. It shows the le... (4 pages)View decision -
Decision Reference DRN-5623379
9 Sep 2025 Liverpool Victoria Financial Services Limited Not upheldInsuranceDRN-5623379 The complaint Mr J is unhappy that Liverpool Victoria Financial Services Limited (‘LV’) has declined to consider further medical evidence after his policy was cancelled. What happened The details of this complaint are well known to both parties, so I won’t repeat them again ... (2 pages)View decision -
Decision Reference DRN-5757616
9 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5757616 The complaint Miss T complains that HSBC UK Bank Plc (“HSBC”) acted irresponsibly when it granted her an overdraft facility, that it failed to monitor her usage of it and that it failed to identify that she was in financial difficulty. What happened Miss T was granted an ov... (3 pages)View decision -
Decision Reference DRN-5631284
9 Sep 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5631284 The complaint Mr V is unhappy with the way that Aviva Life & Pensions UK Limited have calculated the settlement of a claim he made on his income protection policy. What happened Mr V has two income protection policies with Aviva. He made a successful claim on one of poli... (3 pages)View decision