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 381082 results
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Decision Reference DRN-5792972
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5792972 The complaint Mr and Mrs J complain about arrears NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has reported to their credit files in connection with their mortgage. What happened Mr and Mrs J have a mortgage with NatWest, almost all of which is on interest only... (5 pages)View decision -
Decision Reference DRN-5796815
4 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5796815 The complaint Mr H complains that Lloyds Bank PLC has not refunded his loss after he was the victim of a scam. What happened In 2006 Mr H signed up for a service that offered discounts on flights and accommodation in the Canary Islands, he paid £30,000 for this service, but ... (4 pages)View decision -
Decision Reference DRN-5718188
4 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5718188 The complaint Mr A complains with the settlement AXA Insurance UK Plc (AXA) have offered to settle the claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In Januar... (3 pages)View decision -
Decision Reference DRN-5777503
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5777503 The complaint Mr L complains about the amount of interest that NewDay Ltd charged him on his Aqua credit card account. What happened In November 2024 Mr L took out a credit card with NewDay and entered into a credit agreement. Mr L thought the card had a promotional interest... (2 pages)View decision -
Decision Reference DRN-5702333
4 Sep 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5702333 The complaint Mr U is unhappy that Vanquis Bank Limited reported a default against his account and sold his debt onto a third-party. What happened Mr U held a credit card account with Vanquis. In January 2023, he got in touch with Vanquis to explain that he was unable to ma... (3 pages)View decision -
Decision Reference DRN-5796735
4 Sep 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5796735 The complaint Mr Q is unhappy with the service provided by Tradex Insurance Company PLC (Tradex) following a claim he made on his taxi insurance policy. What happened Mr Q held a taxi insurance policy with Tradex. The policy booklet explained in the event of a claim where M... (3 pages)View decision -
Decision Reference DRN-5590016
4 Sep 2025 Rooftop Mortgages Limited Not upheldMortgagesDRN-5590016 The complaint Mr and Mrs D complain that Rooftop Mortgages Limited has treated them unfairly in relation to Buy-to-let (BTL) mortgages. They say that Rooftop didn’t let Mrs D know about important information to do with the mortgages, and that this led to LPA Receivers (LPAR)... (5 pages)View decision -
Decision Reference DRN-5760187
4 Sep 2025 Quilter Mortgage Planning Limited Not upheldInsuranceDRN-5760187 The complaint A and the estate of Ms V have complained that Quilter Mortgage Planning Limited gave Ms V poor advice and mis-sold her a life insurance policy – which resulted in a loss when she passed away. A is a company which was run by Ms V alongside her partner, Mr A and ... (3 pages)View decision -
Decision Reference DRN-5545797
4 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5545797 The complaint Mr A complains that Bank of Scotland plc trading as Halifax irresponsibly lent to him. Mr A is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made... (4 pages)View decision -
Decision Reference DRN-5790793
4 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5790793 The complaint Mr M has complained about how Accredited Insurance (Europe) Ltd handled his home emergency insurance claim. There were various parties involved in the claim but as Accredited was the insurer it was ultimately responsible for the claim. So for ease of reading I... (5 pages)View decision
