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 366763 results
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Decision Reference DRN-5467350
9 Apr 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5467350 The complaint Miss O is unhappy that Marks & Spencer Financial Services Plc, trading as M&S Bank, didn’t let her make payments to her credit account. What happened Miss O made a purchase on her M&S credit card and tried to make a payment to clear the purchase bal... (2 pages)View decision -
Decision Reference DRN-5187186
9 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5187186 The complaint Miss M and Mr T complain AXA Insurance UK Plc (“AXA”) unfairly declined a claim made on their buildings insurance policy. They’re also unhappy AXA said they’d misrepresented information. Any reference to AXA includes the action of its agent. As Mr T has been le... (4 pages)View decision -
Decision Reference DRN-5471712
9 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5471712 The complaint Mr I and Mr L complain about the way Admiral Insurance (Gibraltar) Limited handled a claim they made on a motor insurance policy. Whilst the policy is in joint names, Mr L has been the main correspondent, as such, for ease I’ve mostly only referred to him in t... (3 pages)View decision -
Decision Reference DRN-5367566
9 Apr 2025 Ageas Insurance Limited UpheldInsuranceDRN-5367566 The complaint Mr and Mrs D have complained about their home insurer Ageas Insurance Limited because it has declined their claim for subsidence to their conservatory, causing them to have to replace it. Mr D has mainly dealt with matters, although sometimes he has been repre... (5 pages)View decision -
Decision Reference DRN-5447048
9 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5447048 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax (“Halifax”) acted irresponsibly when it granted her a current account overdraft and that it failed to act when it could and should have been apparent to it that she was over reliant on that overdraft.... (4 pages)View decision -
Decision Reference DRN-5454812
9 Apr 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5454812 The complaint Mr S complains about the way Great Lakes Insurance UK Limited (“Great Lakes”) handled a claim made on his pet insurance policy. Any reference to Great Lakes includes the actions of its agents. What happened The circumstances of this complaint are well known to ... (2 pages)View decision -
Decision Reference DRN-5427214
9 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5427214 The complaint Ms S complains Nationwide Building Society (NBS) has stopped sending her statements and correspondence in font size 36. What happened Ms S explained she previously had correspondence and statements sent to her by NBS in font size 36. Ms S said this adjustment a... (2 pages)View decision -
Decision Reference DRN-5338118
9 Apr 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5338118 The complaint Mr G complains that Sainsbury’s Bank Plc lent to him when he could not afford it and did not explain how loans worked or the interest rates involved. What happened I am aware of Mr G’s health issues and I have written this decision in a style to aide his under... (7 pages)View decision -
Decision Reference DRN-5174839
9 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5174839 The complaint Mr W complains that a standing order he set up from his current account to transfer funds to his monthly saver account was rejected by Lloyds Bank Plc. What happened Mr W held a current account with Lloyds which contained a significant amount of money. On 1 De... (3 pages)View decision -
Decision Reference DRN-5389277
9 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5389277 The complaint Mr and Mrs M are unhappy with how Ageas Insurance Limited progressed their legal expenses insurance claim from February 2024 (when it issued a final response to a previous complaint). What happened Mr and Mrs M have a long running dispute with their neighbours... (5 pages)View decision
