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 366874 results
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Decision Reference DRN-5498723
6 May 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5498723 The complaint Mrs J complains about the settlement Tesco Underwriting Limited offered her for the total loss of her car following a claim made on her motor insurance policy. Mrs J is represented in this matter by Mr J, a named driver on her policy. What happened Mrs J’s car... (2 pages)View decision -
Decision Reference DRN-5535551
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5535551 The complaint Mr G complains that National Westminster Bank Public Limited Company (as the recipient bank) didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr G has used a representative to bring his complaint. But, for ease of reading I’ll mo... (5 pages)View decision -
Decision Reference DRN-5455956
6 May 2025 Topaz Finance Limited Not upheldMortgagesDRN-5455956 The complaint Mr D complains that Topaz Finance Limited trading as Hessonite Mortgages has instructed a receiver to take over the management of his Buy To Let property. Mr D said although the mortgage was well over its term, he hadn’t missed a payment. What happened Mr D has... (3 pages)View decision -
Decision Reference DRN-5484701
6 May 2025 Extracover Limited UpheldInsuranceDRN-5484701 The complaint Mr Y complains that Extracover Limited didn’t give him a refund when he cancelled his short- term motor insurance policy within the cooling off period. What happened Mr Y took out a short-term policy with Extracover. Mr Y no longer needed the policy after four... (3 pages)View decision -
Decision Reference DRN-5492407
6 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5492407 The complaint Mr C complains that Bank of Scotland plc trading as Halifax should pay him more compensation, after admitting it provided poor service in connection with its cashback rewards scheme. What happened Mr C wanted to take advantage of Halifax’s ‘Cashback Extras’ re... (3 pages)View decision -
Decision Reference DRN-5497077
6 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5497077 The complaint Mr B and Mrs B complain that Aviva Insurance Limited have unfairly declined their claim for damage caused by a fallen tree. What happened Mr Band Mrs B held buildings and contents insurance with Aviva. In October 2024 a tree from a neighbouring property fell ... (2 pages)View decision -
Decision Reference DRN-5325102
6 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5325102 The complaint Mr D complains about the service he received from Santander UK Plc when he visited one of their branches in September 2024. What happened Mr D has told us that he’s banked with Santander for some years without any concerns. But on 24 September 2024 when he visi... (4 pages)View decision -
Decision Reference DRN-5489024
6 May 2025 esure Insurance Limited UpheldInsuranceDRN-5489024 The complaint Miss Z has complained that esure Insurance Limited unfairly cancelled her motor insurance policy. What happened In August 2024 Miss Z received letters from two insurance providers, which I’ll refer to as providers A and H, in which they said that they had cance... (3 pages)View decision -
Decision Reference DRN-5529053
6 May 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5529053 The complaint Mr D complains that Advantage Insurance Company Limited recorded an incident on his driving record when he didn’t make a claim on his motor insurance policy. He wants this incident removed from his record. What happened Mr D was involved in an incident with an... (2 pages)View decision -
Decision Reference DRN-5484937
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5484937 The complaint Miss M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to her. She wants NatWest to write off part of her debt and the interest and offer her an affordable repayment plan. What happened Miss M was provi... (3 pages)View decision
