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-5712285
19 Sep 2025 Aviva Insurance Limited UpheldInsuranceDRN-5712285 The complaint Miss N complains about how Aviva Insurance Limited (“Aviva”) handled a claim and the quality of repairs it carried out under her car insurance policy. When I refer to Aviva I also mean its suppliers and approved repairers whose actions Aviva is responsible for.... (4 pages)View decision -
Decision Reference DRN-5684884
19 Sep 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5684884 The complaint Mrs N, on behalf of D – a small business partnership – complains that AXA PPP Healthcare Limited unfairly increased D’s premium when its group private medical insurance policy was due to renew in February 2025. What happened The background to this complaint is ... (3 pages)View decision -
Decision Reference DRN-5698257
19 Sep 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5698257 The complaint Mr S complains that Bank of Scotland plc trading as Halifax irresponsibly gave him a loan he couldn’t afford to repay. What happened In October 2023, Mr S applied for a £25,000 fixed sum loan agreement with Halifax. Mr S declared the purpose of the loan was for... (2 pages)View decision -
Decision Reference DRN-5828668
19 Sep 2025 Highway Insurance Company Limited UpheldInsuranceDRN-5828668 The complaint Mr S and Mrs S have complained about how Highway Insurance Company Limited (Highway) dealt with a claim under their home insurance policy. References to Highway include companies acting on its behalf. What happened Mr S and Mrs S made a claim when the sewage ... (7 pages)View decision -
Decision Reference DRN-5650268
19 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5650268 The complaint Ms L complains that Nationwide Building Society didn’t give her the offered payment of £175 when she switched her account. What happened Ms L explains that she applied to switch her account to Nationwide on 8 January 2025. She set a switch date of 5 February 20... (3 pages)View decision -
Decision Reference DRN-5646451
19 Sep 2025 HBOS Investment Fund Managers Limited UpheldInvestmentsDRN-5646451 The complaint Miss B complains about the value of her stocks and shares ISA provided by HBOS Investment Fund Managers Limited (“Halifax”). What happened In 2004 Miss B opened her ISA and began investing £50 per month, which she reduced to £20 per month in 2008. Over the year... (4 pages)View decision -
Decision Reference DRN-5665712
19 Sep 2025 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-5665712 The complaint Mrs S complains that Bank of Ireland (UK) Plc (“BoI”) didn’t support her in her longrunning legal battle against the freeholder of her leasehold, mortgaged property. Mrs S says the freeholder now has the property, but BoI is still asking her to pay the mortgage... (4 pages)View decision -
Decision Reference DRN-5814046
19 Sep 2025 Aviva Protection UK Limited UpheldInsuranceDRN-5814046 The complaint Mr E complains about the way Aviva Protection UK Limited has handled and paid an incapacity claim he made on a ‘YourLife Plan’ which provided income protection insurance cover. Mr E’s represented by Ms K. But I’ve generally referred to Mr E. Aviva is now respon... (4 pages)View decision -
Decision Reference DRN-5827215
19 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5827215 The complaint Mr A complains Santander UK Plc took money back off him after he’d withdrawn it. What happened Mr A withdrew £2,000 from his account but was stopped from leaving the branch and asked to hand the money back to a staff member. Mr A handed the money back and he ... (2 pages)View decision -
Decision Reference DRN-5655700
19 Sep 2025 Sky UK Limited Not upheldConsumer CreditDRN-5655700 The complaint Mr F has complained about the way Sky UK Limited treated him in relation to two credit agreements that were taken out to purchase devices. Mr F has been represented at times but, to keep things simple, I’ll refer to Mr F throughout. What happened The circumstan... (3 pages)View decision