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 381196 results
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Decision Reference DRN-5767481
22 Sep 2025 Landmark Mortgages Limited UpheldMortgagesDRN-5767481 The complaint Miss G complains about an unsecured loan she took out alongside her mortgage. In particular, she’s unhappy that the interest rate on the loan increased after she repaid the mortgage. What happened In 2006 Miss G took a “Together” mortgage with Northern Rock. A ... (7 pages)View decision -
Decision Reference DRN-5799759
22 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5799759 The complaint Mr C complains about the problems he has faced accessing the Clydesdale Bank Plc trading as Virgin Money mobile app. What happened Mr C is a customer of Virgin Money. In late July 2024, his mobile phone was stolen along with his Virgin Money credit card. Since ... (2 pages)View decision -
Decision Reference DRN-5769624
22 Sep 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5769624 The complaint Mr M complains that HSBC UK Bank Plc paid a demand for rentcharges and added the amount paid to the balance of his mortgage. What happened Mr M has a mortgage with HSBC. The mortgage is secured over a property – Mr M owns the freehold of the property. A third p... (3 pages)View decision -
Decision Reference DRN-5783866
22 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5783866 The complaint Mr H complains that Lloyds Bank PLC failed to support him or block gambling transactions on his account. What happened In September 2024 over two days Mr H spent over £90,000 on gambling transactions. None of the transactions were flagged by Lloyds. He then put... (3 pages)View decision -
Decision Reference DRN-5499930
22 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5499930 The complaint Mr T is unhappy that PayPal UK Ltd (“PayPal”) continue to hold him responsible for the money he received into his account which was returned to the sender. What happened In January 2024, Mr T received funds into his PayPal account on behalf of a friend (I will ... (3 pages)View decision -
Decision Reference DRN-5632600
22 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5632600 The complaint Mr L complained that Aviva Insurance Limited (“Aviva”) unfairly declined his claim for storm damage, under his home buildings insurance policy. All references to Aviva include its agents and contractors. What happened Mr L noticed water ingress in an upstairs b... (3 pages)View decision -
Decision Reference DRN-5741479
22 Sep 2025 British Gas Insurance Limited UpheldInsuranceDRN-5741479 The complaint Mr C complains British Gas Insurance Limited didn’t repair his toilet system following a claim against his HomeCare policy. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. Instead, I will focus on the re... (2 pages)View decision -
Decision Reference DRN-5742182
22 Sep 2025 Alwyn Insurance Company Limited UpheldInsuranceDRN-5742182 The complaint Mr B has complained that Alwyn Insurance Company Limited unfairly cancelled his car insurance policy. What happened Mr B bought a car insurance policy with the insurer, Alwyn in March 2025. Alwyn said a database that insurers use showed that Mr B had a policy t... (3 pages)View decision -
Decision Reference DRN-5606866
22 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5606866 The complaint Ms L and Mr L complain that INTACT INSURANCE UK LIMITED would not agree to their own choice of solicitors being appointed to act for them under their legal expenses insurance policy. Where I refer to INTACT, this includes its agents and claims handlers acting o... (3 pages)View decision -
Decision Reference DRN-5629562
22 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5629562 The complaint Miss R complains that Shop Direct Finance Company Limited trading as very (Shop Direct) lent to her irresponsibly. What happened Miss R opened a credit card account with Shop Direct on 17 March 2023 with a credit limit of £300. No further limit increases were ... (3 pages)View decision
