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 365917 results
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Decision Reference DRN-5412807
14 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5412807 The complaint Mrs N complains about charges applied to her personal current account overdraft by HSBC UK Bank Plc (HSBC). What happened Mrs N has had a personal current account overdraft with HSBC for several years. Since at least 2004, the credit limit has been £2,000. In ... (4 pages)View decision -
Decision Reference DRN-5516108
14 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5516108 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, didn’t do enough to protect him when he fell victim to a scam when buying a car and didn’t deal properly with his fraud claim. What happened Mr S bought a car via two Faster Payments from his Halifa... (3 pages)View decision -
Decision Reference DRN-5184907
14 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5184907 The complaint Miss F complains that Monzo Bank Ltd gave her an overdraft and subsequent limit increase which she couldn’t afford to repay. What happened In June 2023 Monzo agreed a £250 overdraft on Miss F’s current account. Shortly after this in October 2023, Monzo agreed a... (3 pages)View decision -
Decision Reference DRN-5458856
14 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5458856 The complaint Mr S complains on behalf of his business, N Ltd, that Santander UK Plc suddenly and without justification restricted his access to his business account, with catastrophic results. What happened N Ltd’s account was restricted by Santander on 11 October 2024. Mr... (4 pages)View decision -
Decision Reference DRN-5528304
14 May 2025 Zurich Insurance PLC UpheldInsuranceDRN-5528304 The complaint Mr and Mrs M complain about Zurich Insurance PLC’s handling of a claim under a buildings insurance policy. What happened In summary, Mr and Mrs M own a property they rent to tenants. The building was insured with Zurich under a block policy provided through the... (3 pages)View decision -
Decision Reference DRN-5558209
14 May 2025 Legal and General Assurance (Pensions Management) Limited UpheldPensions and AnnuitiesDRN-5558209 The complaint Mr C complains that Legal and General Assurance (Pensions Management) Limited (‘L&G’) caused unnecessary delays in processing his annuity request which caused him to lose out on a higher annuity income. What happened Mr C had a pension with AJ Bell and obta... (6 pages)View decision -
Decision Reference DRN-5558747
14 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5558747 The complaint Mr L complains that Aviva Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sporty hatchback, first registered in June 2020. It had a value of over £30,000.00... (4 pages)View decision -
Decision Reference DRN-5458777
14 May 2025 Sainsbury's Bank Plc UpheldConsumer CreditDRN-5458777 The complaint Mr N has complained that Sainsbury’s Bank Plc acted irresponsibly when it provided him with two separate personal loans in 2022. Background Mr N has explained that he has a compulsive gambling problem. He says that the loans taken out with Sainsbury’s were used... (3 pages)View decision -
Decision Reference DRN-5541662
14 May 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5541662 The complaint Mr B is unhappy with the service provided by Advantage Insurance Company Limited (AIC) following a claim made under his car insurance policy. What happened In August 2024 Mr B’s car was involved in an incident which resulted in him contacting AIC to make a claim. ... (4 pages)View decision -
Decision Reference DRN-5285441
14 May 2025 Phoenix Life CA Limited Not upheldInsuranceDRN-5285441 The complaint Mrs H complains that Phoenix Life CA Limited trading as Sun Life Financial of Canada (SLFC) has turned down a critical illness claim she made on a Lifestyle Security Plan. Mrs H also believes that the plan was mis-sold to her because she says she was led to bel... (3 pages)View decision
