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 369228 results
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Decision Reference DRN-5325073
27 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5325073 The complaint Mr H complains that Bank of Scotland plc trading as Halifax put negative markers on his credit file when he missed some mortgage payments, and didn’t stop adding these markers when his payments resumed. Mr H says this is ruining his credit. What happened This m... (3 pages)View decision -
Decision Reference DRN-5598477
27 Jun 2025 Experian Limited Not upheldConsumer CreditDRN-5598477 The complaint Mr H complains that Experian Limited (Experian) didn’t investigate properly or remove an incorrect entry on his credit file when he disputed it with them. What happened Mr H noticed an entry on his credit file showing both payments made and payments missed, for... (2 pages)View decision -
Decision Reference DRN-5595977
27 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5595977 The complaint Miss D complains about how Admiral Insurance (Gibraltar) Limited (“Admiral”) dealt with a claim for the theft of her car under her motor insurance policy. What happened Miss D had a car insurance policy with Admiral. Her car was stolen from outside her house in... (3 pages)View decision -
Decision Reference DRN-5203464
27 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5203464 The complaint Miss W complains Bank of Scotland plc failed to provide her with appropriate support and intervene when she spent excessive amounts on gambling. What happened Miss W held a BoS account, and in 2012 Miss W was granted an overdraft on the account. This was for £... (3 pages)View decision -
Decision Reference DRN-5450783
27 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5450783 The complaint Mrs W complains about a claim she made to NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) in respect of a packaged holiday not being as described. What happened In April 2024, Mrs W paid £8,837.48 using her NatWest debit card for a packaged holiday w... (4 pages)View decision -
Decision Reference DRN-5628855
27 Jun 2025 Equifax Limited Not upheldConsumer CreditDRN-5628855 The complaint Miss R complains that Equifax Limited (Equifax) haven’t fairly compensated her for the error they made when linking her financial information with a close family member. What happened Miss R says she was in some financial difficulty due to the actions of an ex... (3 pages)View decision -
Decision Reference DRN-5457225
27 Jun 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5457225 The complaint Mr E complains about the quality of a used car that was supplied to him through a hire purchase agreement with Blue Motor Finance Ltd (BMF). Mr E also complains that the car was misrepresented to him. What happened In August 2024, Mr E acquired a used car throu... (3 pages)View decision -
Decision Reference DRN-5141653
27 Jun 2025 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5141653 The complaint Miss S complains about the actions of Interactive Investor Services Limited (‘IISL’) in respect of the self-invested personal pension (‘SIPP’) she opened with it. She says it failed to assess her investment knowledge, attitude to risk, and personal circumstance... (12 pages)View decision -
Decision Reference DRN-5258916
27 Jun 2025 Scottish Widows Administration Services Limited Not upheldPensions and AnnuitiesDRN-5258916 The complaint Mr R complains that the Scottish Widows Administration Services Limited (Scottish Widows) App was unable to provide details of his other pension plan with Prudential, despite it being promoted as facilitating this. He wants the problem resolved. What happened ... (2 pages)View decision -
Decision Reference DRN-5476798
27 Jun 2025 Vitality Health Limited UpheldInsuranceDRN-5476798 The complaint G complains that Vitality Health Limited mis-sold a private health insurance policy. What happened G is represented by Mr H, a director. Mr H says that when he bought the policy for G, Vitality told him that there’s full cover for in- network physiotherapy, an... (3 pages)View decision
