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 386169 results
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Decision Reference DRN-5394054
2 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5394054 The complaint Mrs D has complained that, when she went to reactive a dormant account with HSBC UK Bank Plc (“HSBC”), the balance of the account was less than she expected it to be. What happened Mrs D held an account with HSBC. However, Mrs D moved overseas in 2012, and the ... (2 pages)View decision -
Decision Reference DRN-5369153
2 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5369153 The complaint Mr P complains Admiral Insurance (Gibraltar) Limited (Admiral) have declined the claim he made under his motor insurance policy. What happened In August 2024 Mr P’s car failed to start and so arranged for it to be looked at by a repairer. The repairer said it d... (3 pages)View decision -
Decision Reference DRN-5378258
2 Apr 2025 Nationwide Building Society Not upheldMortgagesDRN-5378258 The complaint Mr S’s complaint is about his mortgage with Nationwide Building Society. Mr S is unhappy that he wasn’t able to switch to a new rate until a term extension had been put in place. In addition, Mr S is unhappy at the way Nationwide has administered the payments o... (6 pages)View decision -
Decision Reference DRN-5450403
2 Apr 2025 Western Provident Association Limited UpheldInsuranceDRN-5450403 The complaint Mr N complains about how Western Provident Association Limited (‘WPA’) handled his private medical insurance claim. What happened Mr N is insured under a group private medical insurance policy, provided by WPA. WPA pre-authorised a claim for Mr N in early 2023... (4 pages)View decision -
Decision Reference DRN-5406754
2 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5406754 The complaint Mr L complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) unfairly reported a late payment to the Credit Reference Agencies. Mr L wants the late payment marker removed from his credit file. What happened Mr L was incarcerated for a sh... (2 pages)View decision -
Decision Reference DRN-5289473
2 Apr 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5289473 The complaint Mr O’s complaint is, in essence, that Tandem Personal Loans Ltd trading as Oplo (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened On 6 June 2019 (the ‘Ti... (5 pages)View decision -
Decision Reference DRN-5369181
2 Apr 2025 esure Insurance Limited Not upheldInsuranceDRN-5369181 The complaint Mr N complains esure Insurance Limited (esure) are holding him partially responsible for an accident under his motor insurance policy. What happened In April 2024 Mr N was unfortunately involved in an accident involving another vehicle. Mr N reported the accide... (2 pages)View decision -
Decision Reference DRN-5357018
2 Apr 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5357018 The complaint Ms C has complained that Assurant General Insurance Limited didn’t repair her mobile phone correctly when she made a claim under her mobile phone insurance. What happened Ms C said she accidently dropped her mobile phone on the pavement. Despite her phone bein... (2 pages)View decision -
Decision Reference DRN-5340491
2 Apr 2025 Skipton Building Society UpheldBanking and PaymentsDRN-5340491 The complaint Mr F complains that Skipton Building Society failed to send statements for his accounts when requested and more particularly about its actions in initiating a welfare check on him and the impact this had on his mental health. What happened In early May 2024 Mr ... (3 pages)View decision -
Decision Reference DRN-5446875
2 Apr 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5446875 The complaint Mrs O complains that Zopa Bank Limited (Zopa) haven’t been sufficiently supportive of the financial difficulties she’s experienced due to ill health. What happened Mrs O contacted Zopa to discuss arrears that had built up on her credit card account. She subsequ... (2 pages)View decision
