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 128312 results
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Decision Reference DRN-5152339
22 Jan 2025 Skipton Building Society UpheldMortgagesDRN-5152339 The complaint Ms B complains that Skipton Building Society unfairly uploaded a marker about her to the National Hunter database. What happened In October 2023 Ms B and her partner applied for a joint mortgage with Skipton. Skipton declined their application because it says ... (4 pages)View decision -
Decision Reference DRN-5124877
22 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5124877 The complaint Mr and Mrs S complain that Santander UK Plc won’t reimburse them after they lost money to an investment – that they now consider to have been a scam. What happened Mr and Mrs S have explained that they were introduced to an investment opportunity, provided by a... (7 pages)View decision -
Decision Reference DRN-5279978
22 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5279978 The complaint Mr C is unhappy with the quality of a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited (“Moneybarn”). What happened I sent Mr C and Moneybarn my provisional findings on this complaint on 9 January 2025. A copy of that decision ... (5 pages)View decision -
Decision Reference DRN-5265349
22 Jan 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5265349 The complaint Mr and Mrs B complain that Mortgage Seeker Limited – a mortgage broker and appointed representative of Mortgage Advice Bureau Limited (MAB) recommended a mortgage that was unsuitable for them. What happened In early 2023, Mortgage Seeker gave Mr and Mrs B mortg... (8 pages)View decision -
Decision Reference DRN-5209996
22 Jan 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5209996 The complaint Ms B is unhappy that the Bank of Scotland plc trading as Halifax didn’t update her Childrens’ accounts with a new address. What happened Ms B holds a sole account with Halifax, and she is also party to her two children’s accounts. When she moved house, Ms B g... (2 pages)View decision -
Decision Reference DRN-5136222
22 Jan 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5136222 The complaint Mr B has complained that Starling Bank Limited won’t refund the money he lost after falling victim to a scam. What happened In autumn 2023, Mr B’s brother received missed calls from a number spoofed to look like the genuine number of the Financial Services Comp... (3 pages)View decision -
Decision Reference DRN-5204385
22 Jan 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5204385 The complaint Mr and Mrs K complain that Watford Insurance Company Europe Limited (“Watford”) unfairly deducted all outstanding premiums from a settlement payment made under their motor insurance policy. References to Watford include its agents and contractors. Mrs K is the ... (4 pages)View decision -
Decision Reference DRN-4771162
22 Jan 2025 AXA Insurance UK Plc UpheldInsuranceDRN-4771162 The complaint Mr A has complained about AXA Insurance UK Plc’s approach with regards to a claim under his home insurance policy for what he thinks is damage caused by subsidence. What happened The details of this complaint are well known to both parties, so I won’t repeat th... (2 pages)View decision -
Decision Reference DRN-5242167
22 Jan 2025 Blueberry Wealth Limited UpheldMortgagesDRN-5242167 The complaint Miss H and Mr P ‘s complaint is about customer service in relation to a mortgage application made through Blueberry Wealth Limited trading as Blueberry Mortgages (“Blueberry”). What happened I don’t need to set out the full background to the complaint. This is... (4 pages)View decision -
Decision Reference DRN-5277395
22 Jan 2025 Lloyd and Whyte (Financial Services) Limited UpheldInsuranceDRN-5277395 The complaint Mr and Mrs P are unhappy with the way Lloyd and Whyte (Financial Services) Limited sold and renewed their home insurance policy. What happened Mr and Mrs P took out a home insurance policy through a broker in 2012 and renewed it with them each year up to 2022. ... (4 pages)View decision