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-5625122
30 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5625122 The complaint Mr M complained about Nationwide Building Society (‘Nationwide’) blocking a payment and then delaying payment after the block was removed. He was unhappy that Nationwide hadn’t communicated effectively, so he’d been unaware payment hadn’t been made. To put thi... (3 pages)View decision -
Decision Reference DRN-5655686
30 Jun 2025 BROWN & BROWN INSURANCE BROKERS (UK) LIMITED UpheldInsuranceDRN-5655686 The complaint Brown & Brown Insurance Brokers (UK) Limited (“B & B”) provided the administration of Mrs B’s home insurance policy. Mrs B is unhappy her policy was cancelled without her permission, which led her to unknowingly being uninsured. Mrs B is also unhappy wi... (3 pages)View decision -
Decision Reference DRN-5656637
30 Jun 2025 British Gas Insurance Limited UpheldInsuranceDRN-5656637 The complaint Mrs H is unhappy with the repairs carried out by British Gas Insurance Limited to her dishwasher and toilet under her plumbing and drainage insurance policy. She says her property has been left with further damage. When referring to British Gas, this includes i... (4 pages)View decision -
Decision Reference DRN-5628703
30 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5628703 The complaint Mr C complains that NewDay Ltd trading as Marbles and Fluid (NewDay) acted irresponsibly when agreeing to open two credit card accounts, and to subsequent credit limit increases for one of the credit cards. What happened In July 2020 Mr C applied for a credit c... (4 pages)View decision -
Decision Reference DRN-5558552
30 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5558552 The complaint Mrs B has complained that Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (“Novuna”) failed to inform her that she would be liable for excess mileage charges and additional hire rental charges when she purchased her car at the end of her hire a... (4 pages)View decision -
Decision Reference DRN-5597563
30 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5597563 The complaint Miss D has complained that Lloyds Bank PLC transferred her debt to a debt collection company without her knowledge. What happened Miss D’s account with Lloyds had a £400 overdraft limit. She went over the overdraft limit without authorisation from Lloyds. Afte... (2 pages)View decision -
Decision Reference DRN-5655338
30 Jun 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5655338 The complaint Mr M complains that Domestic & General Insurance Plc (“D&G”) unfairly handled a claim under his boiler care insurance policy. Any reference to Mr M and D&G includes respective agents and representatives. What happened The background of this complain... (3 pages)View decision -
Decision Reference DRN-5602852
30 Jun 2025 Hood Travel Limited Not upheldInsuranceDRN-5602852 The complaint Mr H has complained about the poor service he received from Hood Travel Limited whilst trying to purchase a travel insurance policy. What happened Mr H had called Hood on 11 November 2024 to obtain a quote for a single trip policy. When he rang again on 22 Nov... (2 pages)View decision -
Decision Reference DRN-5555839
30 Jun 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5555839 The complaint Mr R complains First Central Underwriting Limited’s response to a third-party claim against him was unreasonable. Mr R’s been represented for the complaint. For ease of reading, I’ve referred to the representative’s actions and comments as being Mr R’s own. W... (3 pages)View decision -
Decision Reference DRN-5596745
30 Jun 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5596745 The complaint Mrs L, acting as attorney on behalf of Mr M , complains about the service provided by National Savings and Investments (‘NS&I’) in connection with a bond application. Mrs L is authorised to bring this complaint. What happened Mr M had a six-figure amount ... (3 pages)View decision
