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-5463230
25 Apr 2025 Covea Insurance plc Not upheldInsuranceDRN-5463230 The complaint Ms K complains that Covea Insurance plc (“Covea”) declined her claim for water damage caused by a leaking shower What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Ms K had buildings... (3 pages)View decision -
Decision Reference DRN-5302946
25 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5302946 The complaint Ms A says Admiral Insurance (Gibraltar) Limited provided poor service when she bought a motor insurance policy from it with a discounted premium for having a telematics recording box fitted. Any references to Admiral in this decision include its telematics agen... (3 pages)View decision -
Decision Reference DRN-4996514
25 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4996514 The complaint Mr D complains that Bank of Scotland plc trading as Halifax has declined to reimburse payments that he made in relation to an alleged scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. Mr D has brought his ... (3 pages)View decision -
Decision Reference DRN-4900371
25 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4900371 The complaint Mr D complains that Lloyds Bank PLC has declined to reimburse payments that he made in relation to an alleged scam. What happened As the parties are familiar with the facts, I’ll summarise them briefly. Mr D has brought his complaint via a professional represen... (3 pages)View decision -
Decision Reference DRN-5508627
25 Apr 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5508627 The complaint Mr M complains about the way that Healthcare Finance Limited (HFL) responded to a claim he made to it in respect of dental treatment he paid for using a fixed sum loan it provided. What happened In April 2023 Mr M bought a course of dental aligner treatment fro... (4 pages)View decision -
Decision Reference DRN-5499661
25 Apr 2025 Red Sands Insurance Company (Europe) Limited Not upheldInsuranceDRN-5499661 The complaint Mr D complains Red Sands Insurance Company (Europe) Limited (“Red Sands”) has unfairly declined his claim on his Mechanical Breakdown Insurance policy. All references to Red Sands include its agents. What happened Mr D bought a car in April 2024. At the same ti... (2 pages)View decision -
Decision Reference DRN-5497418
25 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5497418 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) delayed in dealing with a transfer of funds in respect of his ISA and made errors and failed to deal with his complaint properly. What happened In August 2023, Mr S opened an ISA wit... (2 pages)View decision -
Decision Reference DRN-5501764
25 Apr 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5501764 The complaint Mr B, who is represented by a third party, says Loans 2 Go Limited (‘Loans 2 Go’) irresponsibly lent to him. What happened Mr B applied for and was accepted for a loan with Loans 2 Go in November 2018. The amount borrowed was £320 and it was repayable over 18 ... (3 pages)View decision -
Decision Reference DRN-5298544
25 Apr 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5298544 The complaint Mr C complains about how Accredited Insurance (Europe) Ltd (Accredited) valued his car following a claim made under his motor insurance policy. References to Accredited include its agents. What happened Mr C held a motor insurance policy with Accredited. When... (3 pages)View decision -
Decision Reference DRN-5375517
25 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5375517 The complaint Mr H has complained that Lloyds Bank PLC (“Lloyds”) was unable to locate evidence that he’d been declined a business account. Mr H says that he’d been given conflicting information about whether he could use a personal account when operating as a sole trader. ... (4 pages)View decision
