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-5382811
26 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5382811 The complaint Mr K complains about the way TSB Bank plc handled a claim for a refund when he was overcharged. What happened In October 2023 Mr K hired a car while abroad. He has explained that he needed the car for an extra six days and that he agreed a price equivalent to a... (2 pages)View decision -
Decision Reference DRN-5357160
26 Jun 2025 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-5357160 The complaint Mr S complains that Scottish Equitable Plc trading as Aegon (Aegon) delayed the setting up of his pension annuity with Legal & General (L&G) giving rise to additional income tax liabilities of £332.49 and causing him inconvenience. He wants the tax cost... (4 pages)View decision -
Decision Reference DRN-5606699
26 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5606699 The complaint Mrs and Mr G complain that a direct debit was set up on their Lloyds Bank PLC (Lloyds) account without their authorisation and Lloyds did not notify them. What happened Mrs and Mr G raised concerns with Lloyds when it came to their attention that a direct debi... (3 pages)View decision -
Decision Reference DRN-5560036
26 Jun 2025 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-5560036 The complaint Mr and Mrs L complain about the service they got from the appointed representative of Mortgage Advice Bureau Limited (“MAB”) who they had approached for assistance in a mortgage application at a time when they were self-building their new home. What happened Mr... (2 pages)View decision -
Decision Reference DRN-5566812
26 Jun 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5566812 The complaint Mr B has complained that Zopa Bank Limited (Zopa) are holding him liable for a loan he did not take out. Mr B’s son and daughter represented him with his complaint. What happened Mr B states he fell victim to a scam after expressing an interest in an investme... (4 pages)View decision -
Decision Reference DRN-5649848
26 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5649848 The complaint Mr R is unhappy that Vanquis Bank Limited sold his defaulted account to a debt recovery agency (“DRA”). What happened Mr R had a credit card account with Vanquis. In September 2024, Vanquis defaulted Mr R’s account, with a defaulted outstanding account balance... (2 pages)View decision -
Decision Reference DRN-5650861
26 Jun 2025 Hiscox Insurance Company Limited UpheldInsuranceDRN-5650861 The complaint A partnership, which I will refer to as F, complains about the handling and settlement of its business interruption insurance claims, made as a result of the COVID-19 pandemic, by Hiscox Insurance Company Limited. What happened The following is intended only as... (6 pages)View decision -
Decision Reference DRN-5592923
26 Jun 2025 Unum Ltd Not upheldInsuranceDRN-5592923 The complaint Mr N complains that Unum Limited declined to pay a claim he made on his critical illness policy. What happened The history to this complaint is well known to the parties, so I won’t repeat all the details here. In brief summary, through his employer, Mr N had ... (3 pages)View decision -
Decision Reference DRN-5576400
26 Jun 2025 AWP P&C S.A. Not upheldInsuranceDRN-5576400 The complaint Mr S and Mrs S have complained about the way that AWP P&C S.A handled a claim they made on a travel insurance policy and that it also hasn’t fully settled the claim. As it is Mr S leading on the complaint, I will mostly just be referring to him in this dec... (3 pages)View decision -
Decision Reference DRN-5518917
26 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5518917 Complaint Miss C complains that Oodle Financial Services Limited (“Oodle”) unfairly entered into a hire-purchase agreement with her. She’s said that it wasn’t properly checked whether she could make the repayments to this agreement, which were unaffordable for them. Backgro... (3 pages)View decision
