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 401363 results
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Decision Reference DRN-6256168
17 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6256168 The complaint Mr B complains that National Westminster Bank Public Limited Company took too long to release his funds after it closed his account. What happened Mr B had an account with NatWest. In 2023, NatWest closed his account. But Mr B says he’s had difficulties getting... (2 pages)View decision -
Decision Reference DRN-6162385
17 Apr 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6162385 The complaint Mr T complains that the car he acquired through BMW FINANCIAL SERVICES (GB) LIMITED (“BMW”) wasn’t of satisfactory quality or fit for purpose, and he wants it to waive the balloon payment in recognition of this. What happened Mr T entered a hire purchase agreem... (3 pages)View decision -
Decision Reference DRN-6041515
17 Apr 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6041515 The complaint Mr M and Mrs R complain about how Bank of Scotland plc (“Halifax”) responded to their request for a redemption statement. They said the statement, which they understood was a legal document, was missing a page, and the total amount for payment was wrong. What h... (3 pages)View decision -
Decision Reference DRN-6182300
17 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6182300 The complaint Mr W complains about U K Insurance Limited’s (UKI) actions after he claimed on his motor insurance policy. In particular he thinks UKI undervalued his car and provided poor service while failing to recognise his cognitive disability. Mr W’s policy is branded in... (5 pages)View decision -
Decision Reference DRN-6231575
17 Apr 2026 ReAssure Limited Not upheldInvestmentsDRN-6231575 The complaint Mr G complains on behalf of the estate of Mr S, that ReAssure Limited has frustrated his efforts to administer an investment policy the estate is party to. What happened Mr S and his wife Mrs S held a joint policy with ReAssure. The policy is investment backed... (4 pages)View decision -
Decision Reference DRN-6299087
17 Apr 2026 Bank of Scotland Plc UpheldMortgagesDRN-6299087 The complaint Mr and Mrs S are unhappy with how they were treated when the term of their mortgage with Bank of Scotland plc trading as Halifax ended. What happened Mr and Mrs S had a mortgage with Halifax that they’d taken out in 2007 through a mortgage broker. They initiall... (7 pages)View decision -
Decision Reference DRN-6069012
17 Apr 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6069012 The complaint Mr D complains that MONEYBARN NO.1 LIMITED (‘Moneybarn’) supplied him with a car that was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my rol... (5 pages)View decision -
Decision Reference DRN-6296322
17 Apr 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-6296322 The complaint Ms L complains about how INTACT INSURANCE UK LIMITED has dealt with a claim she made under her legal expenses insurance policy. What happened Ms L had a dispute with her employer and made a claim under her legal expense’s insurance policy for assistance with br... (2 pages)View decision -
Decision Reference DRN-6226974
17 Apr 2026 Telefonica UK Limited Not upheldConsumer CreditDRN-6226974 The complaint Mr A has complained that Telefonica UK Limited (trading as O2) is holding him liable for a credit agreement that was taken to buy a new phone. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise... (3 pages)View decision -
Decision Reference DRN-6057707
17 Apr 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6057707 The complaint Mr G complained that Advantage Insurance Company Limited (“Advantage”) unfairly declined his claim for storm damage under his home buildings insurance policy. What happened On 31 July 2025 Mr G said there was a sudden ingress of rainwater into his home. He expl... (3 pages)View decision