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-5463811
30 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5463811 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (‘Halifax’) acted unfairly and unreasonably in respect of a complaint he raised about how parts of the Consumer Credit Act 1974 (‘CCA’) related to something he bought using his Halifax credit card. Wha... (4 pages)View decision -
Decision Reference DRN-5502907
30 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5502907 The complaint Miss J’s complaint is about her mortgage account with Bank of Scotland plc (BOS). Following a decision I issued on 29 April 2025, this final decision limited to consideration of the following matters: - dissatisfaction with the way BOS handled telephone conver... (4 pages)View decision -
Decision Reference DRN-5499973
30 Apr 2025 BUPA Insurance Limited UpheldInsuranceDRN-5499973 The complaint Mr M complains that BUPA Insurance Limited has turned down a claim he made on a group private medical insurance policy. What happened Mr M was insured under his employer’s group private medical insurance policy. Cover under the contract began on 6 August 2023 a... (4 pages)View decision -
Decision Reference DRN-5416218
30 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5416218 The complaint Mr C complains that Aviva Insurance Limited declined a claim on his commercial property insurance. What happened Mr C owns the freehold of a building which is divided into flats. He made a claim on his policy after damage was caused to the property in December ... (2 pages)View decision -
Decision Reference DRN-5504085
30 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5504085 The complaint Mr S complains that Santander UK Plc acted unfairly when it blocked and closed his accounts. What happened Mr S was a long-standing customer of Santander having had a current account and savings account with the bank since the late 1990’s. Mr S has explained ... (3 pages)View decision -
Decision Reference DRN-5393577
30 Apr 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5393577 The complaint Miss Z has complained that Marshmallow Insurance Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss Z took out a motor insurance policy with Marshmallow through an online price compar... (3 pages)View decision -
Decision Reference DRN-5506523
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5506523 The complaint Mr K, who is represented by a third party in this complaint, complained to Lloyds Bank PLC (“Lloyds”) in January 2024 about an overdraft facility that was first provided to him in December 2011. Mr K says Lloyds acted irresponsibly in providing him with overdr... (4 pages)View decision -
Decision Reference DRN-5520870
30 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5520870 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in September 2022. In his application, Mr B said he had an i... (2 pages)View decision -
Decision Reference DRN-5465697
30 Apr 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5465697 The complaint Ms W complains National Savings and Investments (NS&I) has not been able to provide all of the information she wants about her Premium Bond for which she holds the certificate. What happened Ms W said she came across a Premium Bond certificate in her name.... (3 pages)View decision -
Decision Reference DRN-5372354
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5372354 The complaint Ms C complains that National Westminster Bank Public Limited Company trading as Ulster Bank (UB) told her in error that a previous complaint she had made about her mortgage had been reactivated, which meant that her switch to a new fixed rate was delayed. She w... (5 pages)View decision
