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 401363 results
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Decision Reference DRN-5890739
17 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5890739 The complaint Miss M complains that Bank of Scotland plc (trading as Halifax) will not allow her to consolidate her existing debts. What happened Miss M says that in October 2022 she left her job and, as a result of being underpaid, she ended up with an overdraft with Halif... (3 pages)View decision -
Decision Reference DRN-5769144
17 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5769144 The complaint Mrs B complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs B has explained that betwee... (2 pages)View decision -
Decision Reference DRN-5815402
17 Oct 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5815402 The complaint Mr J is complaining on behalf of Y – a limited company – that West Bay Insurance Plc has avoided his motorcycle insurance policy and declined a claim he made for theft. What happened In November 2023 Mr J contacted West Bay to say his motorcycle had been stolen... (3 pages)View decision -
Decision Reference DRN-5875089
17 Oct 2025 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-5875089 The complaint Mr K has complained about the service provided by Financial & Legal Insurance Company Limited (‘F&L’) under his home and emergency breakdown policy, regarding a failure of the water system at his home. For the avoidance of doubt, the term F&L includ... (5 pages)View decision -
Decision Reference DRN-5780602
17 Oct 2025 Think Insurance Services Limited Not upheldInsuranceDRN-5780602 The complaint P complains that Think Insurance Services Limited mis-sold him a commercial vehicle insurance policy. What happened P took out a commercial vehicle insurance policy via Think Insurance, a broker in 2013. The policy renewed every year since. In 2023, unfortunate... (2 pages)View decision -
Decision Reference DRN-5831489
17 Oct 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5831489 The complaint Mr C complains that Barclays Bank UK PLC trading as Tesco Bank (Tesco) cancelled his loan direct debit which caused the decline of his credit file and rating. Mr C also complains that Tesco failed to make the required reasonable adjustments in consideration of ... (3 pages)View decision -
Decision Reference DRN-5715098
17 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5715098 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax UK has charged her interest on her overdraft account, while she has been a student. What happened Mrs H took out a current account with Halifax in 2012; and in 2014 she went to college. In 2013, the ... (3 pages)View decision -
Decision Reference DRN-5688541
17 Oct 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5688541 The complaint Mr Y complains that Fortegra Europe Insurance Company Ltd (“Fortegra”) mishandled his claim on a breakdown insurance policy. What happened Mr Y had a car that had first been registered in 2015. For the year from early January 2025, Mr Y had a breakdown insuran... (3 pages)View decision -
Decision Reference DRN-5716158
17 Oct 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5716158 The complaint Ms S is complaining about the way Lloyds Bank General Insurance Limited (‘Lloyds’) has handled a claim she made on her building insurance policy and then subsequent issues that arose thereafter. What happened In February 2024 Ms S contacted Lloyds to report an ... (8 pages)View decision -
Decision Reference DRN-5294464
17 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5294464 The complaint Miss M complains that Starling Bank Limited (“Starling”) won’t refund payments she didn’t make or otherwise authorise. What happened In October 2024, Miss M received a call from someone purporting to be from Starling and they said they were calling in relation... (3 pages)View decision