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 380824 results
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Decision Reference DRN-5671525
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5671525 The complaint Mr K’s unhappy that Bank of Scotland plc trading as Halifax (‘Halifax’) let his current account go overdrawn and didn’t notify him about this. Mr K complains this led to his current account being closed and negative information being reported about him which m... (3 pages)View decision -
Decision Reference DRN-5689170
22 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5689170 The complaint Mr I complain that Motability Operations Limited (MO) won’t accept that he is the legal owner of a car he acquired through a hire agreement. He would like confirmation that he is the legal owner, cancellation of his hire agreement, a refund of payments wrongly ... (3 pages)View decision -
Decision Reference DRN-5707098
22 Jul 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5707098 The complaint Mr J complains Transunion International UK Limited incorrectly applied a County Court Judgement (CCJ) to his credit file. What happened In 2023, Mr J says he saw his car insurance premiums had doubled when it came up for renewal in June. So, he checked his cre... (7 pages)View decision -
Decision Reference DRN-5470406
22 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5470406 The complaint Mr B complained that Admiral Insurance (Gibraltar) Limited (“Admiral”) unfairly declined his claim for storm damage to the entrance of his home, under his buildings insurance policy. Mr B is represented by Mr L. I’ll refer to Mr B in my decision for ease. What ... (3 pages)View decision -
Decision Reference DRN-5514663
22 Jul 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5514663 The complaint Mr B complains that Northern Bank Limited trading as Danske Bank, won’t remove items of expenditure from his account even though they were purchased by his wife, and Danske acknowledges that it should not have issued a card for a joint account. What happened Mr... (2 pages)View decision -
Decision Reference DRN-5705158
22 Jul 2025 Just Retirement Money Limited Not upheldMortgagesDRN-5705158 The complaint Mr and Mrs S’ complaint is about an equity release mortgage they took out with Just Retirement Money Limited. It’s a joint complaint, but all of our dealings have been with Mr S. The essence of the complaint is that Mr S has a number of questions about the met... (2 pages)View decision -
Decision Reference DRN-5687163
22 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5687163 The complaint Miss J complains about Ageas Insurance Limited’s decision to decline her claim under a motorcycle insurance policy. What happened Miss J had a motorcycle insurance policy with Ageas. In August 2024, Miss J’s motorcycle was stolen from outside her house. She rep... (2 pages)View decision -
Decision Reference DRN-5681900
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5681900 The complaint Mr M complained about the service provided by Barclays Bank UK PLC when he was unable to make an urgent international transfer. What happened On 13 March 2025, when Mr M attempted to transfer a four-figure payment from his Barclays account to a third-party ac... (4 pages)View decision -
Decision Reference DRN-5509842
22 Jul 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5509842 The complaint Mr S’s complaint is about the rejection of a claim made under the legal expenses section of his landlord insurance policy with ARAG Legal Expenses Insurance Company Limited. What happened Mr S took out the policy with ARAG in March 2023. In March 2024, Mr S mad... (5 pages)View decision -
Decision Reference DRN-5509170
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5509170 The complaint Mr H complains that he couldn’t log into his Bank of Scotland plc (BoS) account via its banking app. What happened When Mr H tried to use his BoS bank app he found that it wouldn’t work. Mr H uninstalled and reinstalled the app but still couldn’t log in to his ... (2 pages)View decision
