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 363925 results
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Decision Reference DRN-5145293
6 Dec 2024 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5145293 The complaint Ms C’s complaint is about how Kensington Mortgage Company Limited trading as Acenden has administered her mortgage. She’s said: she feels Acenden’s correspondence was aggressive; Acenden was threatening to repossess her home; and She doesn’t believe the b... (3 pages)View decision -
Decision Reference DRN-5192802
6 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5192802 The complaint Mr F is unhappy that Revolut Ltd (“Revolut”) won’t refund him the money he lost as a result of a cryptocurrency scam. What happened Mr F told us that in September 2022 he was looking at a website and he saw an advert for an investment opportunity and clicked o... (10 pages)View decision -
Decision Reference DRN-5096228
6 Dec 2024 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5096228 The complaint Mr and Mrs B complain about the way Aviva Life & Pensions UK Limited handled their request to surrender two whole of life policies. They say delays in the surrender caused them a loss. What happened On 23 November 2023, Mr and Mrs B made a request to Aviva... (3 pages)View decision -
Decision Reference DRN-5143414
6 Dec 2024 Pepper (UK) Limited Not upheldMortgagesDRN-5143414 The complaint Miss R’s complaint concerns a buy-to-let mortgage she has with Pepper (UK) Limited trading as Engage Credit. She is concerned that Engage didn’t properly check the affordability of the arrears being capitalised, especially when the mortgage would move to a vari... (3 pages)View decision -
Decision Reference DRN-5187295
6 Dec 2024 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5187295 Complaint Miss C complains that N.I.I.B. Group Limited (trading as “Northridge Finance”) unfairly entered into a hire-purchase agreement with her. She’s said that the monthly payments to this agreement were unaffordable and better checks would have shown this. Background In... (4 pages)View decision -
Decision Reference DRN-5176902
6 Dec 2024 National Westminster Bank Plc Not upheldConsumer CreditDRN-5176902 Complaint Miss B has complained about a loan National Westminster Bank Plc (“NatWest”) provided to her. She says that it ought to have been clear from her lending history with the bank that she shouldn’t have been lent to. Background Miss B has also complained about her ove... (3 pages)View decision -
Decision Reference DRN-4727641
6 Dec 2024 Motability Operations Limited UpheldConsumer CreditDRN-4727641 Complaint Ms S has complained about the quality of a car which Motability Operations Limited (“Motability”) supplied to her through a regulated hire agreement. Background In July 2019, Motability hired a brand-new car to Ms S. The agreement was to last for a minimum of 36 m... (4 pages)View decision -
Decision Reference DRN-5190400
6 Dec 2024 Black Horse Limited Not upheldConsumer CreditDRN-5190400 Complaint Mr R complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In February 2019, Black Hor... (3 pages)View decision -
Decision Reference DRN-4899786
5 Dec 2024 Arch Insurance (UK) Limited Not upheldInsuranceDRN-4899786 The complaint A limited company, which I’ll refer to as “N” complains about how Arch Insurance (UK) Limited (“Arch”) has dealt with a claim for property damage under a commercial property investors policy. Mr M is a director of N ,and has brought the complaint on its behalf.... (3 pages)View decision -
Decision Reference DRN-5109356
5 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5109356 The complaint Mr M complains that his account with Bank of Scotland plc trading as Halifax showed as open on his online banking when it had been closed since April 2024. What happened Mr M held a credit card account with Halifax. In March 2024 Halifax wrote to Mr M and said ... (3 pages)View decision
