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 366874 results
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Decision Reference DRN-5190866
16 Dec 2024 Pinnacle Insurance Plc Not upheldInsuranceDRN-5190866 The complaint Mr H complains that Pinnacle Insurance Plc rejected a claim on his pet insurance policy and added exclusions to the policy that made it worthless. What happened Mr H took out an insurance policy for his dog in July 2023. As part of the online process, he was as... (3 pages)View decision -
Decision Reference DRN-5038691
16 Dec 2024 Western Provident Association Limited Not upheldInsuranceDRN-5038691 The complaint Mr C complains Western Provident Association Limited (WPA) has acted unfairly in changing its policy terms and saying it will no longer cover certain claims. Mr C brings the complaint on behalf of himself and his wife. For ease, my references will all be to Mr ... (5 pages)View decision -
Decision Reference DRN-5165457
16 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5165457 The complaint Mr and Mrs K’s complaint relates to a charge Bank of Scotland plc trading as Halifax placed on their property title when they had a secured loan with it. What happened Mr and Mrs K took out a secured loan for home improvements with Halifax in 2002. The loan was... (2 pages)View decision -
Decision Reference DRN-5135045
16 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5135045 The complaint Mr S and Miss H’s complaint is about a joint mortgage they have with Santander UK Plc. They have complained because, in October 2023, Mr S was given incorrect information when he asked for assistance due to an upcoming change in his financial situation. This wa... (4 pages)View decision -
Decision Reference DRN-5204473
16 Dec 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5204473 The complaint Mr W has complained about the poor service he received from his insurer Admiral Insurance (Gibraltar) Limited. Mr W made a claim for water damage under a home buildings insurance policy he shares with Mrs W. Any reference to the insurer Admiral in my decision i... (2 pages)View decision -
Decision Reference DRN-5120145
16 Dec 2024 Godiva Mortgages Limited Not upheldMortgagesDRN-5120145 The complaint Mr R’s complaint is about a buy-to-let mortgage application with Godiva Mortgages Limited. He is unhappy that shortly before exchange of contracts on his property purchase, the mortgage offer was withdrawn because he had taken out an unsecured loan after accept... (3 pages)View decision -
Decision Reference DRN-5186911
16 Dec 2024 Topaz Finance Limited Not upheldMortgagesDRN-5186911 The complaint Ms G’s complaint is about the information Topaz Finance Limited trading as Rosinca Mortgages provided to credit reference agencies about her buy-to-let mortgage with it. She says she was not made aware of the consequences of the payment arrangements she agreed ... (3 pages)View decision -
Decision Reference DRN-5138047
16 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5138047 Complaint Mr H has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says the credit card and limit increase should not have been provided to him as they were unaffordable. Background In February 2019, Vanquis provided Mr H with a credit ca... (3 pages)View decision -
Decision Reference DRN-5211312
16 Dec 2024 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5211312 Complaint Mr M has complained about a loan Mitsubishi HC Capital UK Plc (trading as “Novuna” Personal Finance) provided to him. He says he believes proper affordability checks weren’t carried out when he applied for his loan as it lent based on his potential rather than actu... (3 pages)View decision -
Decision Reference DRN-5013283
16 Dec 2024 Telefonica UK Limited Not upheldConsumer CreditDRN-5013283 Complaint Mr T has complained about loans Telefonica UK Limited (“Telefonica”) provided to him. He says that he shouldn’t have been provided with so many loans. Background Mr T entered into a total of five interest free agreements with Telefonica. In October 2020, Mr T pur... (3 pages)View decision
