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 369228 results
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Decision Reference DRN-5068027
19 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5068027 The complaint Mr M is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn) was of an unsatisfactory quality. When I refer to what Mr M has said and what Moneybarn has said, it should also be taken to include things s... (4 pages)View decision -
Decision Reference DRN-4550193
19 Mar 2025 Highway Insurance Company Limited UpheldInsuranceDRN-4550193 The complaint A company, which I’ll refer to as O, complains about Highway Insurance Company Limited’s (Highway) handling of its claim and the consequential losses suffered following the theft of its vehicle. For ease of reading, any reference to Highway includes their agent... (4 pages)View decision -
Decision Reference DRN-5368626
19 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5368626 The complaint Mr M is unhappy that PayPal UK Ltd have reported a late payment to his credit file. What happened Mr M has a credit account with PayPal and was contractually required to make a minimum payment of £5 by 2 August 2024. Mr M believed that he’d set up a direct debi... (2 pages)View decision -
Decision Reference DRN-5338544
19 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5338544 The complaint Mr R complains that HSBC UK Bank PLC didn’t default his credit card account when he entered a Debt Arrangement Scheme. What happened Mr R entered into a Debt Arrangement Scheme (“DAS”) in January 2020; his credit card debt to HSBC was included. In 2024, Mr R ... (3 pages)View decision -
Decision Reference DRN-5400088
19 Mar 2025 LFS & Partners Limited UpheldInvestmentsDRN-5400088 The complaint The trustees of B (“the charity”) complain that LFS & Partners Limited trading as Lyn Financial Services (“Lyn”): Didn’t provide the charity with an attitude to risk report from 2016. Failed to provide advice about changing the charity’s Cofund/AEGON investm... (9 pages)View decision -
Decision Reference DRN-5382296
19 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5382296 The complaint Miss G complains that The Royal Bank of Scotland Plc (“RBS”), with which she had three loans, wrongly reported to the Credit Reference Agencies details about payment arrangements and/or arrears and this affected her credit rating. Miss G also says this affected... (6 pages)View decision -
Decision Reference DRN-5377627
19 Mar 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5377627 The complaint Mr C has complained about how he has been treated by The Mortgage Business Plc (“TMB”) in respect of his mortgage account. What happened Mr C has held this mortgage since 2003, and it has been on a variable rate for over ten years. Since 2022 the variable rate ... (5 pages)View decision -
Decision Reference DRN-5406553
19 Mar 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5406553 The complaint Mr N has complained that Watford Insurance Company Europe Limited unreasonably and unfairly cancelled his motor policy and refused to indemnify him from a claim from the other driver following an accident. References to Watford include all its agents to includ... (5 pages)View decision -
Decision Reference DRN-5356526
19 Mar 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5356526 The complaint Mr C and Ms D are unhappy that Tesco Underwriting Limited (“Tesco”) unfairly cancelled their home insurance policy due to them also owning a property they rented out on short term lets. What happened Mr C and Ms D owned two properties, one that they lived in an... (3 pages)View decision -
Decision Reference DRN-5318355
19 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5318355 The complaint Ms J complains Santander UK Plc is disputing the balance shown on a passbook she has recently found. What happened Ms J explains she misplaced her passbook for a building society which was subsequently bought by Santander. She provided our service with a copy o... (2 pages)View decision
