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-5406422
30 Apr 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5406422 The complaint Mr O has complained that Haven Insurance Company Limited cancelled his motor insurance policy and refused to pay his claim. He’s also unhappy with the service it provided and delays in returning his car. What happened Mr O took out a motor insurance policy wit... (3 pages)View decision -
Decision Reference DRN-5336308
30 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5336308 The complaint Ms T says Nationwide Building Society (“Nationwide”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail. In short, Ms T ... (2 pages)View decision -
Decision Reference DRN-5476675
30 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5476675 The complaint Mr B complains HSBC UK Bank Plc provided him with an unaffordable overdraft facility. Mr B has made his complaint via a professional representative, but for ease I’ll refer to all submissions as though they are his own. What happened HSBC provided Mr B with an... (6 pages)View decision -
Decision Reference DRN-5463811
30 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5463811 The complaint Mr M complains that Bank of Scotland plc trading as Halifax (‘Halifax’) acted unfairly and unreasonably in respect of a complaint he raised about how parts of the Consumer Credit Act 1974 (‘CCA’) related to something he bought using his Halifax credit card. Wha... (4 pages)View decision -
Decision Reference DRN-5502907
30 Apr 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5502907 The complaint Miss J’s complaint is about her mortgage account with Bank of Scotland plc (BOS). Following a decision I issued on 29 April 2025, this final decision limited to consideration of the following matters: - dissatisfaction with the way BOS handled telephone conver... (4 pages)View decision -
Decision Reference DRN-5499973
30 Apr 2025 BUPA Insurance Limited UpheldInsuranceDRN-5499973 The complaint Mr M complains that BUPA Insurance Limited has turned down a claim he made on a group private medical insurance policy. What happened Mr M was insured under his employer’s group private medical insurance policy. Cover under the contract began on 6 August 2023 a... (4 pages)View decision -
Decision Reference DRN-5416218
30 Apr 2025 Aviva Insurance Limited UpheldInsuranceDRN-5416218 The complaint Mr C complains that Aviva Insurance Limited declined a claim on his commercial property insurance. What happened Mr C owns the freehold of a building which is divided into flats. He made a claim on his policy after damage was caused to the property in December ... (2 pages)View decision -
Decision Reference DRN-5504085
30 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5504085 The complaint Mr S complains that Santander UK Plc acted unfairly when it blocked and closed his accounts. What happened Mr S was a long-standing customer of Santander having had a current account and savings account with the bank since the late 1990’s. Mr S has explained ... (3 pages)View decision -
Decision Reference DRN-5393577
30 Apr 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5393577 The complaint Miss Z has complained that Marshmallow Insurance Limited avoided (treated it as if it never existed) her motor insurance policy and refused to pay her claim. What happened Miss Z took out a motor insurance policy with Marshmallow through an online price compar... (3 pages)View decision -
Decision Reference DRN-5506523
30 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5506523 The complaint Mr K, who is represented by a third party in this complaint, complained to Lloyds Bank PLC (“Lloyds”) in January 2024 about an overdraft facility that was first provided to him in December 2011. Mr K says Lloyds acted irresponsibly in providing him with overdr... (4 pages)View decision
