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 367928 results
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Decision Reference DRN-5431432
22 Apr 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5431432 The complaint Miss A complains about the way Ageas Insurance Limited handled a claim she made on her motor insurance policy. What happened In August 2024 Miss A was involved in an accident whilst driving. She was pulling out from a minor road, intending to cross the two lane... (4 pages)View decision -
Decision Reference DRN-5033376
22 Apr 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5033376 The complaint Miss G complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) won’t reinstate her hire purchase agreement following its termination. What happened The parties are familiar with the background of this complaint so I will only sum... (3 pages)View decision -
Decision Reference DRN-5356212
22 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5356212 The complaint Mrs A complains Bank of Scotland plc, trading as Halifax (Halifax) did not make it clear that when she cancelled her lost credit card she would no longer be able to see her transactions online. Mrs A says this caused her much distress. What happened Mrs A lost... (4 pages)View decision -
Decision Reference DRN-5433528
22 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5433528 The complaint Mr S complains that UK Insurance Limited (UKI) declined to refund the storage costs he incurred after he made a claim on his motor insurance policy. What happened Mr S’s car was damaged in an incident and UKI declared it to be a total loss. Mr S disagreed with... (2 pages)View decision -
Decision Reference DRN-5416676
22 Apr 2025 U K Insurance Limited UpheldInsuranceDRN-5416676 The complaint Mr B and Mrs B complain about U K Insurance Limited (“UKI”) and the ongoing delays and communication issues he’s experienced during the claim process, following a fire at his home. Mr B has acted as the main representative during the claim and complaint process... (4 pages)View decision -
Decision Reference DRN-4975515
22 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4975515 The complaint Mr S complains HSBC UK Bank Plc debited £30,070 from his current account without his authorisation. What happened On 22 December 2023, HSBC wrongly debited Mr S’ account by £30,070. Mr S noticed this and reported it to HSBC the same day. HSBC didn’t put the mo... (2 pages)View decision -
Decision Reference DRN-5404197
22 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5404197 The complaint Mr D is unhappy about the service he has received from Nationwide Building Society (“Nationwide”) in relation to a Data Subject Access Request (DSAR). In particular, he is unhappy that it failed to make reasonable adjustments to provide the DSAR via CD in a for... (3 pages)View decision -
Decision Reference DRN-5416508
22 Apr 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5416508 The complaint Mr L complains that Tesco Underwriting Limited (“Tesco”) underestimated the value of optional extra’s when settling a claim for the theft of his car, under his motor insurance policy. What happened Mr L’s car was stolen. He contacted Tesco to make a claim, whic... (2 pages)View decision -
Decision Reference DRN-5494296
22 Apr 2025 Aviva Equity Release UK Limited Not upheldMortgagesDRN-5494296 The complaint Mr and Mrs C’s complaint is about a lifetime mortgage taken out with Aviva Equity Release UK Limited. They are unhappy that, because of the valuation placed on the property by a surveyor appointed by Aviva, the interest rate on their mortgage offer increased fr... (3 pages)View decision -
Decision Reference DRN-5236276
22 Apr 2025 Black Horse Limited UpheldConsumer CreditDRN-5236276 The complaint Mr S has complained about the quality of a car provided on finance by Black Horse Limited trading as Land Rover Financial Services (BH). What happened The parties are familiar with the background of this complaint so I will only summarise what happened briefly... (5 pages)View decision
