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 367928 results
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Decision Reference DRN-5417998
26 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5417998 The complaint Mr W complains that Bank of Scotland plc trading as Halifax made telephone calls to him despite it having recorded in its records that he did not take such calls. And that it flagged some transactions as fraudulent when they were not. What happened Mr W has it ... (2 pages)View decision -
Decision Reference DRN-5282853
26 Mar 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5282853 The complaint Mr R complains ClearBank Limited won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both part... (3 pages)View decision -
Decision Reference DRN-5376198
26 Mar 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5376198 The complaint Mr S complains that Haven Insurance Company Limited (Haven) increased his premiums, despite him making no claims on his policy. What happened The background to this complaint is well-known to both parties. So, I’ve set out a summary of what I think are the key... (3 pages)View decision -
Decision Reference DRN-5226904
26 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226904 The complaint Mr C is unhappy about a number of issues relating to the administration of his accounts with Bank of Scotland plc trading as Halifax. What happened Mr C has banked with Halifax for many years. He’s said that over recent years he’s become increasing unhappy abou... (6 pages)View decision -
Decision Reference DRN-5331653
26 Mar 2025 HDI Global Specialty SE UpheldInsuranceDRN-5331653 The complaint Mrs R’s complaint is about the handling of a claim made under her legal expenses insurance cover with HDI Global Specialty SE. HDI Global Specialty SE is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agent... (10 pages)View decision -
Decision Reference DRN-5397125
26 Mar 2025 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-5397125 The complaint Mr H has complained that Tide Platform Ltd (“Tide”) failed to protect him from falling victim to a “safe account” scam and hasn’t refunded the money he lost. What happened The background of this complaint is already known to both parties, so I won’t repeat all... (5 pages)View decision -
Decision Reference DRN-5025115
26 Mar 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5025115 The complaint Mr C complains that a car he acquired under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (“Northridge Finance”) wasn’t of satisfactory quality. He also complains about the administration of his agreement. Mr C is being rep... (3 pages)View decision -
Decision Reference DRN-5373753
26 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5373753 The complaint Mr O complains that NewDay Ltd trading as Fluid lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for a Fluid credit card in August 2022. In his application, Mr O said he was employ... (3 pages)View decision -
Decision Reference DRN-5428762
26 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5428762 The complaint Mr C complains about the quality of a car he acquired under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (LRFS). When I refer to what Mr C has said and what LRFS have said, it should also be taken to include thing... (7 pages)View decision -
Decision Reference DRN-5428904
26 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5428904 The complaint Mr and Mrs M complain AXA Insurance UK Plc has unfairly declined a claim they made for damage under their home insurance policy. What happened In August 2020, Mr and Mrs M noticed damage to their property, including cracks around windows. They made a claim on t... (3 pages)View decision
