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 382298 results
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Decision Reference DRN-5780599
12 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5780599 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as MINI Financial Services (BMWFS) was of an unsatisfactory quality. When I refer to what Mr S or BMWFS have said or done, it should als... (4 pages)View decision -
Decision Reference DRN-5946096
12 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5946096 The complaint Mr B has complained that Zurich Insurance Company Ltd declined a claim he made on a travel insurance policy. What happened Mr B was on a trip abroad that had begun on 22 January 2025 and was due to end on 29 March 2025. On 21 March 2025 he suffered a serious h... (3 pages)View decision -
Decision Reference DRN-5764056
12 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5764056 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (“Halifax”), have failed to refund money that he says he lost as part of an investment What happened Mr D came across a company that purported to be an investment firm, but he says it was actually a sc... (3 pages)View decision -
Decision Reference DRN-5831251
12 Nov 2025 LiveMore Capital Limited Not upheldMortgagesDRN-5831251 The complaint Miss C has complained about a lifetime mortgage application she made to LiveMore Capital Limited. She’s said: • LiveMore delayed the application by asking for more information after promising to grant her the mortgage. • It hasn’t accepted the External Wall Sys... (4 pages)View decision -
Decision Reference DRN-5753333
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5753333 The complaint Mr G complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr G says that through friends who were receiving returns he was introduced to an investment ... (3 pages)View decision -
Decision Reference DRN-5929539
12 Nov 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5929539 The complaint Mrs M is unhappy with National Savings and Investments. Mrs M has Power of Attorney (POA) to deal with issues on behalf of Miss M who holds bonds with NS&I. Although the bonds belong to Miss M I will refer to Mrs M throughout for ease as she has been deali... (3 pages)View decision -
Decision Reference DRN-5778247
12 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5778247 The complaint Ms R complains Aviva Insurance Limited (Aviva) has declined the claim she made under her private medical insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. For many years Ms R ha... (3 pages)View decision -
Decision Reference DRN-5620625
12 Nov 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5620625 The complaint Mr E complains that HSBC UK Bank Plc told him it would accept a reduced amount to settle a personal loan and later reversed this decision. What happened Mr E was unfortunately the victim of a scam. As part of that scam, he applied for a loan with HSBC in July 2... (4 pages)View decision -
Decision Reference DRN-5750075
12 Nov 2025 Shawbrook Bank Limited Not upheldMortgagesDRN-5750075 The complaint This complaint is from a limited company I’ll refer to as L, and relates to two buy-to-let (BTL) re-mortgages with Shawbrook Bank Limited (SBL). The complaint is brought by the company’s director, Miss G, who seeks reimbursement of almost £8,000 of extra intere... (4 pages)View decision -
Decision Reference DRN-5942774
12 Nov 2025 Allied Irish Banks Plc Not upheldMortgagesDRN-5942774 The complaint Mr L complains that Allied Irish Banks Plc won’t move his mortgage into his sole name following the death of the joint borrower. What happened Mr L and his former partner, who I’ll call Ms M, took out a joint mortgage with AIB, secured over the property they li... (5 pages)View decision
