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 381195 results
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Decision Reference DRN-5416256
28 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5416256 The complaint Mr R is complaining that Close Brothers Limited trading as Close Brothers Motor Finance (CBMF) shouldn’t have lent to him – he says the lending was unaffordable. Mr R is represented in his complaint, but for ease I’ve written as if we’ve dealt directly with him... (4 pages)View decision -
Decision Reference DRN-5583647
28 Aug 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5583647 The complaint Mrs G is unhappy with the premium she was quoted to renew her private medical insurance policy, underwritten by BUPA Insurance Limited (‘the policy’) in 2024. She’s also unhappy that she wasn’t given a breakdown of how the premium was calculated. What happened... (2 pages)View decision -
Decision Reference DRN-5773081
28 Aug 2025 AWP P&C S.A. Not upheldInsuranceDRN-5773081 The complaint Mr I and Ms M complain because AWP P&C S.A. hasn’t paid a cancellation claim under their travel insurance policy. What happened Mr I and Ms M are insured under a travel insurance policy provided as a benefit of a packaged bank account. The policy is underwr... (2 pages)View decision -
Decision Reference DRN-5713722
28 Aug 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5713722 The complaint X, a limited company represented here by Mrs G – its director – complains that Metro Bank PLC did not reimburse the money X lost to a scam. What happened In December 2022 Mrs G’s spouse, Mrs A, was contacted by someone they both knew – a fellow property invest... (5 pages)View decision -
Decision Reference DRN-5752185
28 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5752185 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, won’t refund to him the money that he paid for some flights. What happened I issued a provisional decision on this complaint last month in which I described what had happened as follows: “Mr S used h... (5 pages)View decision -
Decision Reference DRN-5741545
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5741545 The complaint Miss I complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Miss I says that she was introduced to someone I’ll call F in this decision by a trusted friend. F traded in cryptocurrenc... (4 pages)View decision -
Decision Reference DRN-5462140
28 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5462140 The complaint Mr M complains that the car he acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. He wants MFL to fairly and reasonably settle his complaint by either accepting rejection of the car, or by providing him with a fully working replac... (5 pages)View decision -
Decision Reference DRN-5333779
28 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5333779 The complaint Mr O has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr O found an investment opportunity through social media, which unfortunately later turned out to be a scam... (3 pages)View decision -
Decision Reference DRN-5631789
28 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5631789 The complaint Mr M is unhappy that his home insurance policy was voided because Royal & Sun Alliance Insurance Limited (“RSA”), trading as More Th>n, recorded home emergency claims on the insurance database, Claims Underwriting Exchange (“CUE”). What happened When Mr ... (3 pages)View decision -
Decision Reference DRN-5781348
28 Aug 2025 Automobile Association Insurance Services Limited Not upheldInsuranceDRN-5781348 The complaint Mr R complains that Automobile Association Insurance Services Limited (‘AA’) mis-sold him an upgrade to his AA membership and misled him into thinking a claim would be covered with only his excess payable. What happened Mr R held AA membership which included r... (5 pages)View decision
