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-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 -
Decision Reference DRN-4875620
19 Mar 2025 Solium Capital UK Limited Not upheldInvestmentsDRN-4875620 The complaint Mr O complains that he was misdirected by Solium Capital UK Limited trading as Morgan Stanley at Work (“Solium”) when he sought guidance to exercise and transfer some share options. What happened Mr O spoke with Solium to obtain guidance on the process of exer... (2 pages)View decision -
Decision Reference DRN-5339737
19 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5339737 The complaint Mr L complains Nationwide Building Society (NBS) provided poor customer service when he sent an international payment from his account. What happened Mr L says in mid-August 2024 he sent an international payment to his daughter’s bank account in Denmark for £9,... (3 pages)View decision -
Decision Reference DRN-5369230
19 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5369230 Complaint Mr D has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision
