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 380824 results
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Decision Reference DRN-5796961
29 Sep 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5796961 The complaint Mr H complains about the way Bank of Scotland plc trading as Halifax dealt with his loan account after he sought a payment holiday. He’s particularly concerned that Halifax recorded default information on his credit file and that it passed the debt to a third p... (3 pages)View decision -
Decision Reference DRN-5848154
29 Sep 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5848154 The complaint Ms G complains about changes Aviva Life & Pensions UK Limited (Aviva) made to the sum assured of a reviewable whole of life (RWOL) policy. What happened Ms G was advised to take out a RWOL policy by D M Abercrombie & Co (Firm A) with General Accident L... (5 pages)View decision -
Decision Reference DRN-5735283
29 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5735283 The complaint Mr and Mrs S complain that Clydesdale Bank Plc trading as Virgin Money (Virgin) acted unreasonably when they deposited a foreign cheque into their account. What happened Mr and Mrs S deposited a cheque for €1,869.00 in a Virgin branch on 20 January 2025. Virgin... (4 pages)View decision -
Decision Reference DRN-5793390
29 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5793390 The complaint Mrs D complains about Admiral Insurance (Gibraltar) Limited’s handling of a claim on her motor insurance. What happened Mrs D had a motor insurance policy with Admiral. In April 2023, she was involved in an accident when another driver drove into the back of he... (2 pages)View decision -
Decision Reference DRN-5357505
29 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5357505 The complaint Miss E has complained about TSB Bank plc not refunding several payments she says she made and lost to an investment scam. What happened The background to this complaint is well known to both parties, and is not in dispute, so I won’t repeat it in detail here. ... (4 pages)View decision -
Decision Reference DRN-5741806
29 Sep 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5741806 The complaint Mr C complains that Aviva Life & Pensions UK Limited (“Aviva”) treated him unfairly by refusing his request to take benefits from his pension savings before the end of the tax year. What happened Mr C holds pension savings with Aviva. On 1 April 2025 Mr C a... (3 pages)View decision -
Decision Reference DRN-5837645
29 Sep 2025 First Central Underwriting Limited UpheldInsuranceDRN-5837645 The complaint Mr T complains that when he made a claim on his motor insurance policy, First Central Underwriting Limited and its agents provided poor service, damaged his car and caused significant delays. References to First Central in this decision may include its agents. ... (3 pages)View decision -
Decision Reference DRN-5449941
29 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5449941 The complaint Mr G complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What ha... (3 pages)View decision -
Decision Reference DRN-5764737
29 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5764737 The complaint Mr G complains about how AXA Insurance UK Plc (‘AXA’) handled a subsidence claim he made on his property insurance policy. What happened The following is a summary of key events only. Mr G held a home insurance policy with AXA. He contacted them in 2023 to ra... (3 pages)View decision -
Decision Reference DRN-5841157
29 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5841157 The complaint Miss M is unhappy with the length of time it took Revolut Ltd to return the money in her account after they conducted a review and then closed it. What happened Revolut informed Miss M on 16 October 2024 that her account was to be closed in 60 days’ time. The e... (4 pages)View decision
