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 365917 results
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Decision Reference DRN-5558490
19 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5558490 Complaint Ms F has complained about the overdraft charges TSB Bank plc (“TSB”) applied to her current account. She’s effectively said the charges applied to her account were unfair as the overdraft was unaffordable and that this has led to ongoing difficulty going forward. ... (5 pages)View decision -
Decision Reference DRN-5555061
19 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5555061 Complaint Mr H has complained about the overdraft charges Bank of Scotland plc (trading as “Halifax”) applied to his account. Mr H is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr H’s account were unfa... (4 pages)View decision -
Decision Reference DRN-5420748
19 May 2025 Bamboo Limited Not upheldConsumer CreditDRN-5420748 Complaint Mr G has complained about a loan Bamboo Limited (trading as “Bamboo”) provided to him. He says that the repayments to the loan were not affordable and so it shouldn’t have been provided to him. Background Bamboo provided Mr G with a loan for £10,000.00 in Septembe... (3 pages)View decision -
Decision Reference DRN-5558198
19 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5558198 Complaint Mr W complains that Volkswagen Financial Services (UK) Limited (“VWFS”) unfairly entered into two hire-purchase agreements with him. He’s said that the monthly payments to both agreements were unaffordable and he therefore shouldn’t have been lent to. Background A... (4 pages)View decision -
Decision Reference DRN-5233118
18 May 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5233118 The complaint Mr M has complained about the way Aviva Insurance Limited (“Aviva”) handled a claim for subsidence made under his home insurance policy. Any reference to Aviva in this decision includes its appointed agents and representatives. What happened Both parties are aw... (3 pages)View decision -
Decision Reference DRN-5271629
18 May 2025 IG Index Limited Not upheldInvestmentsDRN-5271629 The complaint Mr R’s complaint, in essence, is that IG Index Limited (“IG”) wrongfully deducted £1000 from his IG account in February 2024. He would like IG index to return this sum to his IG account. Background Our investigator considered the complaint – and ultimately deci... (3 pages)View decision -
Decision Reference DRN-5378260
17 May 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5378260 The complaint Mr F complains that Fairmead Insurance Limited (“Fairmead”) unfairly declined a claim he made for loss of rent under his landlord insurance policy. What happened Mr F holds a Residential Property Owners Insurance policy with Fairmead. In February 2023, he disco... (4 pages)View decision -
Decision Reference DRN-5264357
17 May 2025 IG Index Limited Not upheldInvestmentsDRN-5264357 The complaint Mr Z complains IG Index Limited trading as IG (‘IG’) unfairly increased its fees without giving him proper notice. What happened Mr Z had a spread betting account with IG. On 26 January 2024 IG emailed Mr Z saying that – as of 8 February 2024 – it would increas... (4 pages)View decision -
Decision Reference DRN-5096373
16 May 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5096373 The complaint Mr S is unhappy with Phoenix Life Limited (PLL), believing they failed to notify him of certain features of his policy with them, causing him financial loss. What happened Mr S started paying into a private pension with Sun Alliance Life and Pensions, since tak... (6 pages)View decision -
Decision Reference DRN-5424536
16 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5424536 The complaint Mr G is unhappy with Bank of Scotland trading as Halifax. He isn’t happy with the service provided to him, specifically during telephone calls and around the handling of his Data Subject Access Requests (DSARs). What happened Mr G made numerous points he was u... (4 pages)View decision
