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-5329061
2 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5329061 The complaint Mrs C complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’)_ rejected her claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’). Mrs C made the purchase along with her husband. But as the payment was made using her credit card, ... (4 pages)View decision -
Decision Reference DRN-5452362
2 Apr 2025 Sesame Limited UpheldMortgagesDRN-5452362 The complaint Ms E and Mr V complain that an appointed representative of Sesame Limited made an error with a product switch for their mortgage. As a result they went onto their lender’s standard variable rate (SVR) and paid a product fee when they re-mortgaged elsewhere. Wha... (4 pages)View decision -
Decision Reference DRN-5336427
2 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5336427 The complaint Mr and Mrs K complain that Bank of Scotland plc trading as Halifax treated them unfairly when their mortgage was in arrears. Mr K has dealt with the complaint. Mr K asked for a scheduled court hearing to be delayed for at least a month to allow him time to make... (4 pages)View decision -
Decision Reference DRN-5438297
2 Apr 2025 Barclays Bank UK PLC UpheldInsuranceDRN-5438297 The complaint Mr S and Mrs G are unhappy that they relied on incorrect information given to Mr S by Barclays Bank UK Plc to cancel and reinstate a ‘travel pack’ which included travel insurance, they both benefitted from. What happened The details of this complaint are well ... (3 pages)View decision -
Decision Reference DRN-5272246
2 Apr 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5272246 The complaint Miss D and Mr M have complained that Red Sands Insurance Company (Europe) Limited avoided an insurance policy (so cancelled it as if it had never existed), declined a claim Mr M made on the policy and retained the premium. They are being represented in making ... (3 pages)View decision -
Decision Reference DRN-5057820
2 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5057820 The complaint Mr A complains that Nationwide Building Society did not meet his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). The claim arose from an agreement to relinquish a timeshare. Mr A has been represented in bringing this complaint by a repres... (3 pages)View decision -
Decision Reference DRN-5302861
2 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5302861 The complaint Ms V says that when her car wasn’t driveable due to a puncture, the service provided by the repair / recovery agent of Admiral Insurance (Gibraltar) Limited was of poor quality. What happened Ms V asked Admiral’s agent (‘firm A’) for help at around 7pm from he... (3 pages)View decision -
Decision Reference DRN-5355990
2 Apr 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5355990 The complaint Mr and Mrs M complain Fairmead Insurance Limited delayed settling an escape of water claim under a holiday home insurance policy which caused them a financial loss. What happened The details of this complaint are well-known to all parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-5080650
2 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5080650 The complaint Mrs D holds/held an account with Bank of Scotland trading as Halifax (“Halifax”). Mrs D’s complaint is about Halifax’s refusal to reimburse her money she says she lost due to a scam. Mrs D is represented by Wealth Recovery Solicitors (“WRS”) in this matter. H... (4 pages)View decision -
Decision Reference DRN-5419955
2 Apr 2025 Nationwide Building Society Not upheldMortgagesDRN-5419955 The complaint Mr S complains about how Nationwide Building Society responded when he asked it to change his direct debit. Mr S said that although nothing did go wrong, it easily could have done, and he didn’t think Nationwide had handled things properly. What happened Mr S s... (3 pages)View decision
