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 370149 results
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Decision Reference DRN-5520763
1 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5520763 The complaint Mrs and Mr H complain AXA Insurance UK Plc (“AXA”) unfairly declined their claim on their property insurance policy following an escape of water. They say AXA has applied the terms of the policy incorrectly. All references to AXA include its agents. What happen... (3 pages)View decision -
Decision Reference DRN-5492465
1 May 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5492465 The complaint Mr and Mrs R’s complaint is about their mortgage account held with Bank of Scotland plc trading as Birmingham Midshires (BM). The interest-only mortgage term has come to an end and Mr and Mrs R are unhappy that interest has continued to accrue against the outs... (3 pages)View decision -
Decision Reference DRN-5365298
1 May 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5365298 The complaint M, a company, complains about a claim it made on its Amtrust Speciality Limited (‘Amtrust’) legal expenses insurance policy. M says Amtrust treated it unfairly. All references to Amtrust in this decision include their claims handlers. In this complaint M is ... (3 pages)View decision -
Decision Reference DRN-5524781
1 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5524781 The complaint Mr S complains National Westminster Bank Plc (NatWest) provided poor customer service during a series of calls on 23 January 2025, which including being hung-up on by an adviser. What happened I sent the parties a provisional decision in March 2025, in which I ... (4 pages)View decision -
Decision Reference DRN-5511816
1 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5511816 The complaint Ms R complains that Lloyds Bank PLC (‘Lloyds’) authorised two additional cards on her credit card account without her consent and that she hasn’t received statements from January 2023 despite asking for them. What happened Lloyds say that Ms R called them in Ju... (2 pages)View decision -
Decision Reference DRN-5350893
1 May 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5350893 The complaint Miss H complains that Shop Direct Finance Company Limited recorded information on her credit file incorrectly. What happened Miss H held a catalogue shopping account with Shop Direct from 2012 until 2020. In 2024, Miss H applied for a mortgage. The mortgage len... (3 pages)View decision -
Decision Reference DRN-5052914
1 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5052914 The complaint Miss A complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a crypto investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Miss A came ... (5 pages)View decision -
Decision Reference DRN-5324657
1 May 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5324657 The complaint Mr J complains about delays from Tesco Underwriting Limited (‘Tesco’) on a claim he made on his home insurance policy for malicious damage. References to Tesco include its agents. What happened Mr J contacted Tesco in June 2023 to make a claim on his home ins... (3 pages)View decision -
Decision Reference DRN-5341446
1 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5341446 The complaint Mr U complains about end of contract charges and lease extension charges when his agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) ended. What happened In September 2020 Mr U was supplied with a car and entered... (3 pages)View decision -
Decision Reference DRN-5263458
1 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5263458 The complaint With the help of a professional representative (PR), Mr R complains that Bank of Scotland plc trading as Halifax lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr R. What happened Mr R has had a current account... (4 pages)View decision
