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-5069333
2 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5069333 The complaint Mr B complains Bank of Scotland plc trading as Halifax (Halifax) didn’t send him a maturity letter for his Fixed Saver account which resulted in the account being changed to a different type of savings account. Mr B is also unhappy that his bank card was defac... (4 pages)View decision -
Decision Reference DRN-5389193
2 Jul 2025 ONMO Limited UpheldBanking and PaymentsDRN-5389193 The complaint Mr H is unhappy with how ONMO Limited have maintained their mobile banking app which he feels has affected his ability to make payments to his account. Mr H is also unhappy with the service he has received from ONMO surrounding this matter. What happened Mr H h... (3 pages)View decision -
Decision Reference DRN-5624736
2 Jul 2025 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-5624736 The complaint A micro-enterprise, which I will refer to as R, complains that it was mis-sold a commercial insurance policy by Arthur J. Gallagher Insurance Brokers Limited. R says it was sold a policy that was unsuitable, as it was unable to successfully claim for business i... (3 pages)View decision -
Decision Reference DRN-5143877
2 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5143877 The complaint Mr F complains that he was misled when he took out finance with BMW Financial Services (GB) Limited trading as BMW Financial Services (‘BF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them... (4 pages)View decision -
Decision Reference DRN-5657855
2 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5657855 The complaint Miss B is unhappy that the car supplied to her under a hire agreement with Motability Operations Limited (“MO”) was not the one she ordered. When I refer to what Miss B has said and what MO has said, it should also be taken to include things said on their beha... (4 pages)View decision -
Decision Reference DRN-5663192
2 Jul 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5663192 The complaint Mr B is unhappy that The Co-operative Bank Plc consider his account to be closed and with the service he’s received surrounding that. What happened Mr B held a credit card account with Co-op. On several occasions in 2024, Mr B spoke with Co-op and asked for a ... (4 pages)View decision -
Decision Reference DRN-5552954
2 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5552954 The complaint Ms V is unhappy with Clydesdale Bank Plc trading as Virgin Money’s handling of her ISA transfer from another financial institution I will refer to as “N”. What happened Ms V manually tried to transfer her ISA funds to Virgin Money. She didn’t use the ISA trans... (3 pages)View decision -
Decision Reference DRN-5664763
2 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5664763 The complaint Mr and Mrs G say TSB Bank plc (‘TSB’), hasn’t treated them fairly following an ‘authorised push payment’ (‘APP’) investment scam they fell victim to. They say TSB should reimburse them for the money they lost along with compensatory interest as they have been u... (7 pages)View decision -
Decision Reference DRN-5659962
2 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5659962 The complaint Mr and Mrs L complain about the handling of their home insurance (buildings and contents) claim by Ageas Insurance Limited (‘Ageas’). Much of Mr and Mrs L’s unhappiness is directed at various agents that acted on behalf of Ageas. As Ageas have accepted responsi... (3 pages)View decision -
Decision Reference DRN-5523565
2 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5523565 The complaint Mr W and Mrs W complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they say was lost as the result of a scam. What happened In 2018, Mr W and Mrs W were introduced to an investment by a longstanding friend who worked in the financia... (3 pages)View decision
