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 367928 results
-
Decision Reference DRN-5569605
20 May 2025 Yorkshire Building Society Not upheldInvestmentsDRN-5569605 The complaint Mrs M is unhappy with the amount of information Yorkshire Building Society (YBS) requires her attorney under a Lasting Power of Attorney (LPA) to provide before it can be registered. Mrs M’s complaint is being made on her behalf with support from one of her att... (7 pages)View decision -
Decision Reference DRN-5529868
20 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5529868 The complaint Mrs D’s complaint is, in essence, that First Holiday Finance Limited (“FHF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her and her late husband under s.140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and ... (21 pages)View decision -
Decision Reference DRN-5448799
20 May 2025 Metropolitan Housing Trust Ltd Not upheldMortgagesDRN-5448799 The complaint This complaint is about a Help To Buy equity loan that Mr and Mrs A hold with Metropolitan Housing Trust Ltd trading as Metropolitan Thames Valley (MTV). The essence of the complaint is that Mr and Mrs A believe the loan was mis-sold when they took it out. They... (3 pages)View decision -
Decision Reference DRN-5552429
20 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5552429 The complaint The trustees of a trust, which I will refer to as T, complain about the handling and settlement of T’s commercial insurance claim by Royal & Sun Alliance Insurance Limited (RSA). What happened The following is intended as a brief summary only. Additionally,... (3 pages)View decision -
Decision Reference DRN-5252128
20 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5252128 The complaint Mr S complains Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parties, I... (3 pages)View decision -
Decision Reference DRN-5569026
20 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5569026 The complaint and background Mr U complains Lloyds Bank PLC (Lloyds) won’t reimburse £2,740 that he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. She didn’t think that Lloyds were at fault for processing the fou... (3 pages)View decision -
Decision Reference DRN-5557553
20 May 2025 U K Insurance Limited Not upheldInsuranceDRN-5557553 The complaint Mr G complains that U K Insurance Limited unfairly cancelled his motor insurance policy. What happened In October 2023, Mr G used an online price comparison site. He took out a UKI policy to cover his car for the year from early November 2023. He agreed to pay... (4 pages)View decision -
Decision Reference DRN-5482495
20 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5482495 The complaint Mr B and Mrs B complain about the decision by Santander UK Plc (“Santander”) to reduce their overdraft limit. The complaint is brought by both Mr B and Mrs B. But, for ease of reading, I’ll refer mostly to Mr B throughout this decision, as the submissions have... (3 pages)View decision -
Decision Reference DRN-5570241
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5570241 The complaint Mr O complains about how Aviva Insurance Limited handled a claim under his motor insurance policy. What happened Mr O had an Aviva motor insurance policy. In February 2024, he was involved in a road accident. His car was badly damaged so he made a claim on his ... (4 pages)View decision -
Decision Reference DRN-5534232
20 May 2025 Equifax Limited Not upheldConsumer CreditDRN-5534232 The complaint Miss M complains that Equifax Limited sent her a letter advising her that someone had tried to access her credit report but they haven’t passed this to the fraud team to investigate. What happened Miss M received a suspicious activity letter from Equifax advisi... (3 pages)View decision
