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 391431 results
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Decision Reference DRN-5341549
21 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5341549 The complaint Mrs C complains that Nationwide Building Society blocked her account and sent money that was paid into her account back to source. What happened Mrs C has a current account with Nationwide. Mrs C and her husband owned a caravan. In August 2024 they decided to... (4 pages)View decision -
Decision Reference DRN-5371240
21 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5371240 The complaint Miss C has complained about the service she received and the valuation reached when she made a claim under her car insurance policy with Admiral Insurance (Gibraltar) Limited. Miss C is being represented by Mr A in her complaint. What happened In August 2024 Mi... (2 pages)View decision -
Decision Reference DRN-5290264
21 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5290264 The complaint Mr L complains J.P. Morgan Europe Limited trading as Chase didn’t help when a pre- authorisation payment that wasn’t going to be claimed caused him to go overdrawn. What happened Mr L has a current account and a savings account with Chase. His account doesn’t c... (2 pages)View decision -
Decision Reference DRN-5134057
21 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5134057 The complaint Mr S complains TSB Bank PLC (“TSB”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened Mr S complained to TSB about many transactions on his account, some he disputes as unauthorised and some he says he did authoris... (2 pages)View decision -
Decision Reference DRN-5411929
21 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5411929 The complaint Mr W complains that Specialist Motor Finance Limited (“SMF”) failed to conduct sufficient checks into his financial position before it entered into a hire purchase agreement with him. What happened In August 2019, SMF provided Mr W with a hire purchase agreeme... (5 pages)View decision -
Decision Reference DRN-5352502
21 Mar 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5352502 The complaint Mrs A complains that Ageas Insurance Limited (Ageas) voided her motor insurance policy and didn’t pay her claim. What happened Mrs A took out a motor insurance policy with Ageas in July 2023. She declared she was the main user and added her daughter and son-in... (5 pages)View decision -
Decision Reference DRN-5410930
21 Mar 2025 AWP P&C S.A. UpheldInsuranceDRN-5410930 The complaint Mrs F is unhappy with the assistance she received from AWP P&C S.A. under her travel insurance policy after she was hospitalised whilst abroad. She’s also unhappy with the way it’s handled her claim. All reference to AWP includes in medical assistance team... (7 pages)View decision -
Decision Reference DRN-5197506
21 Mar 2025 Lifesearch Partners Limited Not upheldInsuranceDRN-5197506 The complaint Mr H is unhappy with the sale of his income protection policy by Lifesearch Partners Limited (LPL). What happened Mr H was sold a group of insurance policies through LPL in 2021. After assessing his financial circumstances and needs, LPL recommended an insuran... (5 pages)View decision -
Decision Reference DRN-5417232
21 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5417232 The complaint Mr and Mrs C are unhappy that Aviva insurance Limited declined a claim made on their travel insurance policy (‘the policy’) after they cancelled their holiday. What happened I issued my provisional decision in February 2025 explaining in a bit more detail why ... (3 pages)View decision -
Decision Reference DRN-5344282
21 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5344282 The complaint Mr J complains that Tesco Personal Finance Limited (‘Tesco’) irresponsibly agreed to lend to him by way of a personal loan he couldn’t afford to repay. What happened In October 2017, Mr J took out a personal loan in the form of a fixed sum loan agreement with ... (4 pages)View decision