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 375119 results
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Decision Reference DRN-5598280
2 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5598280 The complaint Mrs and Mr P complain that AXA Insurance UK Plc has unfairly handled a claim made on their buildings insurance. Mrs and Mr P feel the settlement amount offered for works needed following an escape of water claim is unfair. They feel all of the work completed an... (4 pages)View decision -
Decision Reference DRN-5750374
2 Sep 2025 Bank of Scotland Plc UpheldMortgagesDRN-5750374 The complaint Mr B complains that Bank of Scotland plc trading as Birmingham Midshires said he could cancel his new fixed interest rate deal even after it had been applied. But when he asked to change his rate, BM said he’d have to pay higher interest for a month. What happe... (7 pages)View decision -
Decision Reference DRN-5684157
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5684157 The complaint Mr S complains NewDay Ltd trading as Fluid (NewDay) failed to carry out suitable financial checks before it approved a credit card account for him. What happened Mr S says NewDay approved a credit card account for him in February 2024 with a credit limit of £2,... (3 pages)View decision -
Decision Reference DRN-5501223
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5501223 The complaint Miss S complains that NewDay Ltd irresponsibly lent to her. What happened Miss S was approved for a branded NewDay credit card (which I will refer to as A in this decision) in August 2021, with a £900 credit limit. Miss S was approved for another branded NewDay... (3 pages)View decision -
Decision Reference DRN-5785748
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5785748 The complaint Mr S complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) recorded a default against his credit file. What happened Tesco said it received an instruction from Mr S’s bank in October 2022 to cancel the direct debit which was set up to pay his cre... (4 pages)View decision -
Decision Reference DRN-5553550
2 Sep 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5553550 The complaint Mr C complained that Domestic & General Insurance Plc (D&G) declined to cover his hob extractor fan, under his household warranty policy. What happened Mr C said he wanted to cover all his appliances having moved to a new home. He contacted D&G and ... (2 pages)View decision -
Decision Reference DRN-5576211
2 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5576211 The complaint Ms A complains Bank of Scotland plc trading as Halifax won’t refund transactions made from an account in her name which she says she didn’t make or authorise. What happened In June 2022, a current account was opened in Ms A’s name with Halifax. Ms A says this ... (3 pages)View decision -
Decision Reference DRN-5700071
2 Sep 2025 Skipton Building Society Not upheldMortgagesDRN-5700071 The complaint The estate of the late Mrs E complains that Skipton Building Society wrote to Mrs E’s executor, telling him he could take out a new fixed interest rate product on the late Mrs E’s buy to let mortgage. But when the executor tried to do this, Skipton said it wasn... (4 pages)View decision -
Decision Reference DRN-5790239
2 Sep 2025 Gallium Fund Solutions Limited UpheldInvestmentsDRN-5790239 The complaint Miss K complains about the arrangement of an investment in a property development, “C”. Miss K’s complaint has been brought on her behalf by a professional representative. The key points it has made, in summary, are: • An appointed representative (AR) of Galliu... (18 pages)View decision -
Decision Reference DRN-5751815
2 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5751815 The complaint Mr H complains about the service he received from Nationwide Building Society (‘Nationwide’) when he attempted to switch his current account to Nationwide. What happened In March 2025 Nationwide were offering a £175 switch incentive for customers who transferr... (2 pages)View decision
