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 383377 results
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Decision Reference DRN-5877290
18 Nov 2025 First Complete Limited Not upheldMortgagesDRN-5877290 The complaint Mr A complains about the service provided by a mortgage broker working for First Complete Limited trading as PRIMIS Mortgage Network. In particular, Mr A said the broker didn’t tell him about a fee until too late, and tried to force him to take life insurance h... (5 pages)View decision -
Decision Reference DRN-5939841
18 Nov 2025 Santander UK Plc UpheldMortgagesDRN-5939841 The complaint Mr and Mrs P complain that Santander UK plc recorded markers against them on a fraud prevention database after it declined their mortgage application. What happened Mr and Mrs P applied for a mortgage with Santander in May 2025. Santander declined their applic... (2 pages)View decision -
Decision Reference DRN-5937745
18 Nov 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5937745 The complaint Mr S complains that HSBC UK Bank Plc (trading as “First Direct”) irresponsibly provided him with a personal loan. What happened First Direct provided Mr S with a personal loan in July 2024. The loan was for £8,000 with a total amount repayable of £9,718.27, ov... (7 pages)View decision -
Decision Reference DRN-5641827
18 Nov 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5641827 The complaint Mr M complained that Mulsanne Insurance Company Limited (“Mulsanne”) unfairly recorded a claim against his motor insurance policy for an accident that occurred when he wasn’t driving. What happened A claim was made to Mulsanne by a third party’s (“TP”) insurer.... (3 pages)View decision -
Decision Reference DRN-5709221
18 Nov 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5709221 The complaint Mr V is unhappy with AXA PPP Healthcare Limited’s decision to decline his claim and recover medical costs it’d paid to his preferred specialist. What happened Mr V has private medical insurance with AXA. He suffers with chronic rhinosinusitis and claimed on his... (3 pages)View decision -
Decision Reference DRN-5857795
18 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5857795 The complaint Mrs F has complained that Domestic & General Insurance Plc (D&G) covered the same TV on more than one appliance warranty. What happened Mrs F complained to D&G that she had been paying for cover for the same TV on more than one policy. When D&G... (2 pages)View decision -
Decision Reference DRN-5832265
18 Nov 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5832265 The complaint Mr and Mrs M complain about the decline of their buildings insurance claim by Accredited Insurance (Europe) Ltd (‘Accredited’). This was a joint insurance policy, but as Mr M has been dealing with the claim and complaint, in this decision I’ll mainly refer only... (3 pages)View decision -
Decision Reference DRN-5909635
18 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5909635 The complaint Miss P complains that her direct debit mandate for her TV Licence is incorrectly displaying a quarterly payment frequency on her online banking app despite payments being taken monthly from her account. Miss P says because of this her payments don’t appear in t... (3 pages)View decision -
Decision Reference DRN-5896651
18 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5896651 The complaint Mrs H complains that Bank of Scotland plc trading as Halifax gave her an overdraft and subsequent limit increases which she couldn’t afford to repay. Mrs H also says Halifax acted unfairly when it continued to apply charges to her overdraft even when it was cle... (5 pages)View decision -
Decision Reference DRN-5827775
18 Nov 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5827775 The complaint Mr T complains TransUnion International UK Limited displayed incorrect information about his electoral roll on his credit file. What happened Around April 2025 Mr T became aware TransUnion were incorrectly reporting electoral roll data at his current address as... (3 pages)View decision
