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 370904 results
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Decision Reference DRN-5657544
30 Jun 2025 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-5657544 The complaint Ms C and Mr S complain that an appointed representative of Mortgage Advice Bureau Limited failed to give them correct and timely information about interest rate products for their mortgage. Mr S has dealt with the complaint. He asks for compensation for additio... (4 pages)View decision -
Decision Reference DRN-5656419
30 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5656419 The complaint Mr M has complained that AXA Insurance UK Plc voided his buildings insurance policy and declined a claim he’d made on it. Reference to AXA includes its representatives. What happened The circumstances of this complaint aren’t in dispute, so I’ll summarise the... (3 pages)View decision -
Decision Reference DRN-5099884
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5099884 The complaint Mr D is unhappy that Revolut Ltd didn’t reimburse him after he fell victim to a scam. What happened In April 2024, Mr D fell victim to a job scam. He had been applying for work through recruitment agencies and was eventually contacted on a messaging app by som... (4 pages)View decision -
Decision Reference DRN-5368375
30 Jun 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5368375 The complaint Mr A complains that Capquest Debt Recovery Limited (Capquest) applied for a County Court Judgement (CCJ) against him at the incorrect address when they had his correct address. What happened Capquest are the debt servicer on an account for which Mr A owed money... (2 pages)View decision -
Decision Reference DRN-5172988
30 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5172988 The complaint Miss B complained about the quality of a car provided on finance by CA Auto Finance UK Ltd (“CAAF”). What happened Both parties are familiar with the events that surround this complaint. So, I’ve briefly summarised them here. CAAF supplied Miss B with a used ... (5 pages)View decision -
Decision Reference DRN-5463917
30 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5463917 The complaint Mr S has complained that Clydesdale Bank Plc trading as Virgin Money unfairly declined his claim about the quality of a motorbike he bought. What happened In early 2023, Mr S bought a motorbike from a third party supplier, in part using his Virgin credit card f... (2 pages)View decision -
Decision Reference DRN-5595098
30 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5595098 The complaint Miss N complains Admiral Insurance (Gibraltar) Limited (Admiral) attempted to recover costs it paid under her motor insurance policy from her directly. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised e... (3 pages)View decision -
Decision Reference DRN-5575378
30 Jun 2025 Evolution Insurance Company Limited Not upheldInsuranceDRN-5575378 The complaint Mr S has complained about the way Evolution Insurance Company Limited (Evolution) have handled a claim he made under his home emergency insurance policy. What happened Mr S has a home emergency policy underwritten by Evolution. The policy was taken out through ... (2 pages)View decision -
Decision Reference DRN-5627684
30 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5627684 The complaint Mrs D complains about how Santander UK Plc managed her application to take over the late Mr D’s mortgage after he sadly died. In particular, Mrs D said Santander delayed her mortgage application, so it dragged on for some months, until she unfortunately lost he... (6 pages)View decision -
Decision Reference DRN-5221522
30 Jun 2025 AIB Group (UK) Plc Not upheldBanking and PaymentsDRN-5221522 The complaint Mr H complains that AIB Group (UK) Plc (“AIB”) didn’t do enough to protect him when he fell victim to a scam. What happened I’m not going to cover all the points raised in detail. The view of 4 December 2024 covered the details of Mr H’s testimony regarding th... (2 pages)View decision
