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 392389 results
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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 -
Decision Reference DRN-5362337
2 Apr 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5362337 The complaint Miss T has complained that Domestic & General Insurance Plc (D&G) have cancelled all her policies with them and alleged unusual activity . What happened On 1 November 2021 Miss T took out a policy with D&G to cover her son’s PS5 Games console. The ... (3 pages)View decision -
Decision Reference DRN-5404894
2 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5404894 The complaint Ms S complains Barclays Bank UK PLC trading as Tesco Bank sent mail to her old address after she had updated her details with it to a new address. What happened Ms S explained she changed address so contacted Tesco Bank and provided new details for future corre... (3 pages)View decision -
Decision Reference DRN-5412890
2 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5412890 The complaint Mr Q complains Barclays Bank UK PLC unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both ... (3 pages)View decision -
Decision Reference DRN-5452130
2 Apr 2025 ReAssure Limited Not upheldInsuranceDRN-5452130 The complaint Mr and Mrs G complain that ReAssure Limited gave them incorrect information about their critical illness insurance policy. What happened Mr and Mrs G made a claim under their critical illness insurance policy with ReAssure after Mr G was sadly diagnosed with ca... (2 pages)View decision -
Decision Reference DRN-5449232
2 Apr 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5449232 The complaint Mr D complains Metro Bank PLC loaded a marker against him, on a national fraud database. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this case, inviting both parties to let me have any further comments and evidenc... (4 pages)View decision -
Decision Reference DRN-5204277
2 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5204277 The complaint Miss P has complained about the way Tesco Personal Finance Limited dealt with her claim for money back in relation to treatment she paid for on her credit card. What happened The circumstances of the complaint are well known to the parties, so I won’t go over ... (4 pages)View decision