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 368546 results
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Decision Reference DRN-4843859
23 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-4843859 The complaint Mr B complains Covea Insurance plc (Covea) declined a subsidence claim made on his landlord’s insurance policy. Any references to Covea include its agents. What happened Mr B previously referred a complaint about Covea’s decision to decline a subsidence claim... (3 pages)View decision -
Decision Reference DRN-5449470
23 Apr 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-5449470 The complaint Mr and Mrs S complain that Financial & Legal Insurance Company Ltd has failed to pay their costs following a claim on their legal expenses insurance policy. What happened After discovering Japanese knotweed at their property, Mr and Mrs S entered into a con... (5 pages)View decision -
Decision Reference DRN-5500951
23 Apr 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5500951 The complaint Miss M has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In October 2023 Miss M entered into a two-year fixed sum loan agr... (4 pages)View decision -
Decision Reference DRN-5473769
23 Apr 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5473769 The complaint Miss B complains about the quality of a used car she acquired through a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (‘Moneyway’). Miss B says she has had multiple problems with the car over time and it isn’t of satisfactory quality. ... (4 pages)View decision -
Decision Reference DRN-5500899
23 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5500899 The complaint Mr B complains that Bank of Scotland plc (‘BOS’) won’t refund the money he lost after falling victim to a scam. What happened In January 2022, Mr B attended a conference which brought together entrepreneurs, property developers and investors. Mr B met an indiv... (6 pages)View decision -
Decision Reference DRN-5385474
23 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5385474 The complaint Mr N complains about Monzo Bank Ltd refusing to refund overdraft fees when he was in financial difficulty. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events he... (3 pages)View decision -
Decision Reference DRN-5484789
23 Apr 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5484789 Complaint Mr S is unhappy PDL Finance Limited (trading as “Mr Lender”) provided him with a high-cost short-term credit instalment loan. He says that it didn’t carry out any checks before providing him with this unaffordable loan. Background This complaint centres around the... (3 pages)View decision -
Decision Reference DRN-5468684
22 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5468684 The complaint Mr A complains about the way in which American Express Services Europe Limited (AESEL) handled his disputed transaction claim. What happened Mr A holds a credit card with AESEL. In March 2024 Mr A purchased a watch from Selfridges for £7405 and paid using his c... (3 pages)View decision -
Decision Reference DRN-5498356
22 Apr 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5498356 The complaint Mr L complains HSBC UK Bank Plc trading as first direct bank withdrew its text balance service without doing a proper assessment or consulting vulnerable customers and that it didn’t deal with his complaint properly. What happened Mr L has an account with first... (2 pages)View decision -
Decision Reference DRN-5474074
22 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5474074 The complaint Mr A complains that Bank of Scotland plc trading as Halifax are holding him liable for a debt he thought had been written off. What happened Mr A held a credit card with Halifax. The account fell into arrears and the balance was part of a debt management plan w... (3 pages)View decision
