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 367300 results
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Decision Reference DRN-5369633
19 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5369633 The complaint Mr G complains that Barclays Bank UK PLC has incorrectly reported mortgage arrears to credit reference agencies. What happened Mr G has a repayment mortgage with Barclays. During the pandemic, Barclays agreed to a six-month payment deferral which ended in Octob... (2 pages)View decision -
Decision Reference DRN-5326120
19 Mar 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5326120 The complaint Mr and Mrs O’s complaint relates to a buy-to-let mortgage they have with Lloyds Bank PLC. They are unhappy that Lloyds is pursuing legal action to repossess the mortgaged property because the mortgage was not repaid in 2022 when Lloyds says the term ended. They... (3 pages)View decision -
Decision Reference DRN-5405843
19 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5405843 The complaint Mr G’s complaint is about a commercial mortgage he has with HSBC UK Bank Plc. He complained that HSBC didn’t review his monthly payment when it should have and as a result the mortgage balance has increased because of the addition of unpaid interest, and the m... (4 pages)View decision -
Decision Reference DRN-5395887
19 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5395887 The complaint Mr U complains that Topaz Finance Limited, trading as Rosinca Mortgages, wrongly told him that it wouldn’t consent to buy-to-let mortgage borrowers taking second charge secured loans. As a result, he says he was left with no choice but to redeem his buy-to-let ... (3 pages)View decision -
Decision Reference DRN-5400208
19 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5400208 The complaint Miss K and Mr R’s complaint is about their former mortgage lender, Santander UK Plc. They are unhappy with its decisions and actions when their mortgage ended and they were unable to repay the capital owed. What happened Miss K and Mr R took out their mortgage ... (6 pages)View decision -
Decision Reference DRN-5365322
19 Mar 2025 First Central Underwriting Limited UpheldInsuranceDRN-5365322 The complaint Mr N complains about how First Central Underwriting Limited (First Central) handled and settled a claim made on his motor insurance policy. Reference to First Central includes its agents. What happened Mr N holds a motor insurance policy with First Central. Whe... (2 pages)View decision -
Decision Reference DRN-5169842
19 Mar 2025 Amtrust International Underwriters DAC UpheldInsuranceDRN-5169842 The complaint Mrs B and Mr P are unhappy with a decision taken by AmTrust International Underwriters DAC (AmTrust) to decline a claim made under their Build-Zone warranty. Any references to AmTrust include its agents. What happened Mrs B and Mr P purchased a new build prop... (5 pages)View decision -
Decision Reference DRN-5403971
19 Mar 2025 The Royal London Mutual Insurance Society Limited Not upheldInvestmentsDRN-5403971 The complaint Ms N’s complaint is about the maturity value of a mortgage endowment policy she had with Royal London Mutual Insurance Society Limited. She considers that it was too low, given how much the stock market and the individual funds the policy was invested in grew o... (4 pages)View decision -
Decision Reference DRN-5122119
19 Mar 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5122119 The complaint Mr H complains about a new car he acquired through a conditional sale agreement with Santander Consumer (UK) Plc (‘Santander’). Mr H says that Santander is not being fair in how it has handled the rejection of the car due to some faults it had. He thinks the co... (4 pages)View decision -
Decision Reference DRN-4997498
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4997498 The complaint C complains about the way that Revolut Ltd dealt with a dispute it raised relating to an event that C had bought a ticket for. C explained that the event had been cancelled and it had not received a refund of the ticket price after cancellation. C is unhappy th... (3 pages)View decision
