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 362196 results
-
Decision Reference DRN-3719525
24 Mar 2025 Zurich Assurance Ltd UpheldPensions and AnnuitiesDRN-3719525 The complaint Mr B has complained about a transfer of his Zurich Assurance Ltd personal pension to a small self-administered scheme (‘SSAS’) that happened in August 2015. Mr B’s SSAS was subsequently used to invest in a fractional share of a hotel complex, through The Resort... (17 pages)View decision -
Decision Reference DRN-5293562
24 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5293562 The complaint Miss K complains about some issues with a car that she’d ordered and which was to be supplied to her under a hire agreement with Motability Operations Limited. Miss K is being represented in her complaint by her son. What happened Miss K ordered a car from a de... (2 pages)View decision -
Decision Reference DRN-5362633
24 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-5362633 The complaint Mr and Mrs M complain about changes to the overpayment allowance on their mortgage with Bank of Scotland plc trading as Halifax. What happened Mr and Mrs M had a residential mortgage with another lender that was transferred to Halifax in 2020. The original mor... (3 pages)View decision -
Decision Reference DRN-4860739
24 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-4860739 The complaint Mr M complains that a credit agreement with CA Auto Finance UK Limited, under which a car was supplied to him, was mis-sold to him, and that the car wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happened I issued... (5 pages)View decision -
Decision Reference DRN-5404812
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5404812 The complaint Mr J and Ms W complain that, although NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY previously agreed to give them a mortgage and then twice to extend their mortgage borrowing, when they asked to increase the borrowing again, NatWest’s survey said the proper... (5 pages)View decision -
Decision Reference DRN-5399190
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5399190 The complaint Mr S is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr S is being represented by a claims management company but for ease of I’ll only refer to Mr S in the decision. What happened The detailed background to this complaint is... (11 pages)View decision -
Decision Reference DRN-5370999
24 Mar 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5370999 The complaint Mr L’s complaint is about a claim he made on his Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy. Mr L is unhappy that C&G have applied a £1,000 limit to his claim which he thinks should be £2,000 in accordance with hi... (3 pages)View decision -
Decision Reference DRN-5325065
24 Mar 2025 Conister Bank Limited UpheldConsumer CreditDRN-5325065 The complaint Mr O complains about a car acquired through a Hire Purchase agreement with Conister Bank Limited (‘Conister’). Mr O has had problems with the car and says these defects would’ve been present when the car was supplied. Mr O brought his complaint through represen... (5 pages)View decision -
Decision Reference DRN-5422923
24 Mar 2025 Vanquis Bank Limited UpheldConsumer CreditDRN-5422923 The complaint Mr S is unhappy that Vanquis Bank Limited chose not to lend him money after initially telling him that they would do. What happened Mr S applied for a loan with Vanquis and spoke with Vanquis when completing his application. Vanquis’ agent told Mr S that he was... (3 pages)View decision -
Decision Reference DRN-5346981
24 Mar 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5346981 The complaint Mrs D complains about British Gas Insurance Limited’s handling of her Home Emergency Insurance claim. All references to British Gas also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore includ... (4 pages)View decision
