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 367300 results
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Decision Reference DRN-5263932
30 Jan 2025 Nationwide Building Society Not upheldMortgagesDRN-5263932 The complaint Mr G complains that Nationwide Building Society shouldn’t have offered him a mortgage for the property he bought. Due to the construction type he’s been unable to sell or re-mortgage the property. What happened Mr G took out a mortgage with Nationwide in 2022. ... (3 pages)View decision -
Decision Reference DRN-5203730
30 Jan 2025 HDI Global Specialty SE Not upheldInsuranceDRN-5203730 The complaint Mr H complains that HDI Global Specialty SE (“HDI”) declined his claim and cancelled his home insurance policy following a claim for storm damage. This complaint involves the actions of agents for whom HDI is responsible. Any reference to HDI includes its agen... (6 pages)View decision -
Decision Reference DRN-5270941
30 Jan 2025 Santander UK Plc Not upheldConsumer CreditDRN-5270941 The complaint Mr J is unhappy that Santander UK Plc didn’t clearly warn him that a temporary reduced payment plan could have an adverse impact on his credit file. What happened Mr J has a loan with Santander. On 19 June 2024, Mr J called Santander and explained that he would... (3 pages)View decision -
Decision Reference DRN-5290370
30 Jan 2025 Santander UK Plc Not upheldMortgagesDRN-5290370 The complaint Mr K and Mrs K complain that Santander UK Plc (Santander) gave them unsuitable advice during a product transfer. What happened Mr K and Mrs K wanted to extend the term of their interest only mortgage and take out a new interest rate product with Santander in 20... (4 pages)View decision -
Decision Reference DRN-5238352
30 Jan 2025 BISL Limited Not upheldInsuranceDRN-5238352 The complaint Mr M and Mrs MW are unhappy with how BISL Limited (BISL) sold their home insurance policy and consider it failed to highlight important policy terms that only came to light when they needed to make a claim. What happened The background of this complaint is wel... (3 pages)View decision -
Decision Reference DRN-5298441
30 Jan 2025 Aviva Insurance Limited UpheldInsuranceDRN-5298441 The complaint Miss Y complains that Aviva Insurance Limited (“Aviva”) didn’t provide a new car replacement, under her motor insurance policy, after her car was written off due to an accident. What happened Miss Y was involved in a car accident. She made a claim to Aviva. It... (4 pages)View decision -
Decision Reference DRN-5193349
30 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5193349 The complaint Mr L complains HSBC UK Bank Plc (“HSBC”) blocked his account, withheld his funds for an unreasonable period, and done so without explanation. Mr L says HSBC’s actions have caused him significant financial difficulty, distress, and inconvenience. What happened T... (2 pages)View decision -
Decision Reference DRN-5294901
30 Jan 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-5294901 The complaint Mr W has complained that Great Lakes Insurance SE has turned down his claim for losses he and other members of his family suffered as a result of abandoning their holiday. Any reference to Great Lakes includes its agents. What happened Mr W booked a flight, alo... (2 pages)View decision -
Decision Reference DRN-4757482
30 Jan 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-4757482 The complaint Miss O has complained that a car she acquired using a hire-purchase agreement with Oodle Financial Services Limited (“Oodle”) was misrepresented to her, as she was told it had had one previous owner when in fact it had had four. She was also unhappy that she di... (3 pages)View decision -
Decision Reference DRN-5298282
30 Jan 2025 Motors Insurance Company Limited Not upheldInsuranceDRN-5298282 The complaint Mr G complains about Motors Insurance Company Limited’s (“MICL”) decision to decline his claim under his cosmetic repair insurance policy. What happened Mr G bought a new car and was offered an insurance policy that would repair cosmetic damage to his car. Mr ... (3 pages)View decision
