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 365360 results
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Decision Reference DRN-5256343
7 Feb 2025 Godiva Mortgages Limited Not upheldMortgagesDRN-5256343 The complaint Mr and Mrs R complain that when they missed payments to their Buy To Let (“BTL”) mortgage with Godiva Mortgages Limited, it placed adverse markers on their credit files. Mr and Mrs R said this is having a very serious impact, and they wanted the markers removed... (4 pages)View decision -
Decision Reference DRN-4871031
7 Feb 2025 New Wave Capital Limited Not upheldBanking and PaymentsDRN-4871031 The complaint Mr S complains about a personal guarantee that he gave to New Wave Capital Limited trading as Capital on Tap (Capital on Tap), in support of his company’s debt. In particular, Mr S has told us that the amount for which he gave the guarantee was limited to £8000... (5 pages)View decision -
Decision Reference DRN-5128313
7 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5128313 The complaint Mr F complains that National Westminster Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam and that it is holding him liable for a loan he didn’t consent to. What happened The detailed background to this complaint is... (6 pages)View decision -
Decision Reference DRN-5128259
7 Feb 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5128259 The complaint Mr F complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (“Novuna”) is holding him liable for the debt on a loan which he says he didn’t consent to. What happened In July 2023, Mr F saw an advert for an investment opportunity which w... (4 pages)View decision -
Decision Reference DRN-5128369
7 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5128369 The complaint Mr F complains that Zopa Bank Limited is holding him liable for the debt on a loan which he says he didn’t consent to. What happened In July 2023, Mr F saw an advert for an investment opportunity which was endorsed by a well-known celebrity. The advert suggest... (4 pages)View decision -
Decision Reference DRN-5007809
7 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5007809 The complaint Mrs K complains about Santander UK Plc. She says that Santander didn’t do enough to protect her when she was the victim of a scam and would like it to refund her the money she has lost. What happened Mrs K had been looking for remote job opportunities online wh... (5 pages)View decision -
Decision Reference DRN-5219993
7 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5219993 The complaint Mrs K is a director of the limited company T. This complaint is about what happened when Mrs K visited a branch of Lloyds Bank PLC to check on T’s business banking application. What happened Before I set out the details of this issue, I’d like to clarify that I... (3 pages)View decision -
Decision Reference DRN-5242363
7 Feb 2025 Amtrust Europe Limited Not upheldInsuranceDRN-5242363 The complaint Mr K has complained that his gadget insurer, Amtrust Europe Limited (‘Amtrust’), declined a claim he made on his policy after his mobile phone stopped working. Amtrust is the underwriter of this policy i.e., the insurer. During the claim Mr K also dealt with o... (3 pages)View decision -
Decision Reference DRN-5315173
7 Feb 2025 Ageas Insurance Limited UpheldInsuranceDRN-5315173 The complaint Mr N has complained about his property insurer, Ageas Insurance Limited because it declined his claim for external damage caused by storm. What happened In late January 2024 Mr N found his TV aerial was damaged and water was coming in through a flat dormer roo... (5 pages)View decision -
Decision Reference DRN-5306552
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5306552 The complaint A company, which I will refer to as W, complains that Barclays Bank UK Plc closed its bank account without giving any notice. What happened W’s representatives told us: On 28 November 2023, Barclays closed W’s account without notice. The sudden and unexpect... (6 pages)View decision
