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 365360 results
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Decision Reference DRN-5413168
3 Apr 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5413168 The complaint The estate of Mrs B complains about British Gas Insurance Limited (“BGI”) and the service provided after they made a claim on the HomeCare insurance policy they held. The estate of Mrs B has been Mrs M, it’s executor. So, for ease of reference, I will refer to ... (3 pages)View decision -
Decision Reference DRN-5426391
3 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5426391 The complaint Mr and Mrs C complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost when they say they fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mr and Mrs C bring their complaint with the assistance of professiona... (5 pages)View decision -
Decision Reference DRN-5434191
3 Apr 2025 Avantia Insurance Limited Not upheldInsuranceDRN-5434191 The complaint Mr and Mrs S complain that they were mis-sold a household insurance policy by Avantia Insurance Limited. What happened Mr and Mrs S arranged their household insurance policy through Avantia in 2021 and it renewed in 2022 and 2023. The policy included legal expe... (4 pages)View decision -
Decision Reference DRN-5319890
3 Apr 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5319890 The complaint Ms W is unhappy that MetLife Europe d.a.c. have declined a claim she made on a group income protection policy. What happened Ms W is the beneficiary of her employer’s group income protection scheme. In January 2023 she became absent from work due to symptoms li... (3 pages)View decision -
Decision Reference DRN-5136976
3 Apr 2025 The Prudential Assurance Company Limited UpheldPensions and AnnuitiesDRN-5136976 The complaint Mr B complains about the advice given by The Prudential Assurance Company Limited (‘Prudential’) to transfer the benefits from his defined-benefit (‘DB’) occupational pension scheme to a personal pension arrangement. He says the advice was unsuitable for him an... (8 pages)View decision -
Decision Reference DRN-5385511
3 Apr 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5385511 The complaint Mr F complains that TSB Bank plc (“TSB”) blocked his online banking following an attempt to make a payment to a friend. In particular, Mr F is unhappy at the questions TSB asked him in order to have the blocks removed and that TSB referred the matter to the pol... (4 pages)View decision -
Decision Reference DRN-5372587
3 Apr 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5372587 Complaint Mr L complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the finance was unaffordable which resulted in him experiencing ongoing struggles going forward. Background In August 2016, SMF pr... (5 pages)View decision -
Decision Reference DRN-5328951
3 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5328951 Complaint Mrs H has essentially complained that National Westminster Bank Public Limited Company (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended p... (4 pages)View decision -
Decision Reference DRN-5421190
3 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5421190 Complaint Mr B has complained that Bank of Scotland plc (trading as “Halifax”) irresponsibly provided him with an overdraft which it continued applying charges on even when he was in financial difficulty. Background Halifax initially provided Mr B with an overdraft, which h... (4 pages)View decision -
Decision Reference DRN-5373421
3 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5373421 Complaint Mr S has complained about a credit card Tesco Personal Finance Limited (trading as “Tesco Bank”) provided to him. He says that the credit card and the subsequent limit increases were unaffordable for him and they caused him ongoing financial difficulty as he had to... (5 pages)View decision
