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 382298 results
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Decision Reference DRN-5431844
25 Jun 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5431844 The complaint Mr and Mrs R’s complaint is against Lenvi Servicing Limited and relates to a Help to Buy (HTB) loan. The loan was paid off in 2019 but the charge wasn’t removed. This resulted in delay when Mr and Mrs R were re-mortgaging. To settle the complaint, Mr and Mrs R... (3 pages)View decision -
Decision Reference DRN-5168292
25 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5168292 The complaint Mr M is unhappy that a car supplied to him under a conditional sale agreement with Stellantis Financial Services UK Limited (‘SFS’) was of an unsatisfactory quality. What happened In August 2023, Mr M was supplied with a used car through a conditional sale agre... (4 pages)View decision -
Decision Reference DRN-4954973
25 Jun 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-4954973 The complaint Ms B has complained that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (Castle) are holding her liable for a loan that she did not take out. What happened Ms B said she fell victim to a scam after expressing an interest in an... (4 pages)View decision -
Decision Reference DRN-5445835
25 Jun 2025 Cover-More Insurance Services Limited Not upheldInsuranceDRN-5445835 The complaint Mr N complains that he was mis-sold an annual car hire insurance policy by Cover-More Insurance Services Limited as he says he wasn’t made aware the policy didn’t cover the company he’d hired a car from. And that when he submitted a claim it was declined. What ... (3 pages)View decision -
Decision Reference DRN-5344409
25 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5344409 The complaint Ms M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t delete a recording of an in-branch appointment she attended. What happened Ms M had an in-branch appointment with NatWest to discuss her finances - known as a ‘financial health... (3 pages)View decision -
Decision Reference DRN-5642716
25 Jun 2025 Knott Another Mortgage Adviser Limited UpheldMortgagesDRN-5642716 The complaint Miss B told us that after she had an exploratory conversation about fixing her mortgage with a broker from Knott Another Mortgage Adviser Limited trading as AK Partnership (“AK”) the broker then generated and accepted a mortgage offer on her behalf, without her... (5 pages)View decision -
Decision Reference DRN-5647032
25 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5647032 The complaint Mr F complains Barclays Bank UK PLC unfairly blocked and closed his accounts. And by doing so, has failed to reasonably consider his circumstances. Mr F is also unhappy about the information and service Barclays provided to him. What happened The detailed back... (6 pages)View decision -
Decision Reference DRN-5621351
25 Jun 2025 AmTrust Speciality Limited UpheldInsuranceThe complaint Mr H complains AmTrust Speciality Limited mistakenly told him he had legal expenses cover attached to his home insurance. Mr H’s complaint centres on a claim that AmTrust said was covered and the way it handled that claim. Consequently, Mr H says he’s suffered financial losse... (4 pages)View decision -
Decision Reference DRN-5570715
25 Jun 2025 Unum Ltd Not upheldInsuranceThe complaint Mr S has complained that Unum Ltd has declined a critical illness claim made under his employer’s critical illness policy. What happened The background to this complaint is well known to the parties and not in dispute. In summary Mr S joined his employer’s group scheme in Jul... (3 pages)View decision -
Decision Reference DRN-5154393
25 Jun 2025 Lendable Ltd Not upheldConsumer CreditDRN-5154393 The complaint Mr K complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr K says that the paintwork on the vehicle is defective, and the car has been poorly resprayed at some point. What... (4 pages)View decision
