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 125400 results
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Decision Reference DRN-4784920
7 Oct 2024 National Westminster Bank Plc UpheldMortgagesDRN-4784920 The complaint This complaint is about a capital repayment mortgage Ms G holds with National Westminster Bank Plc (NatWest). Ms G complains that NatWest misled her into thinking that when it switched her to a new five-year interest rate product, it was at the same time extend... (3 pages)View decision -
Decision Reference DRN-4819121
7 Oct 2024 Nationwide Building Society UpheldMortgagesDRN-4819121 The complaint Miss W’s complaint is about her mortgage account with Nationwide Building Society. The complaint is that when Miss W asked for a six-month interest-only concession under the Mortgage Charter when she had one month left on her 0.87% interest rate product, Natio... (5 pages)View decision -
Decision Reference DRN-5062656
7 Oct 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-5062656 The complaint Mrs N has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to a job-based impersonation scam. What happened I issued my provisional decision (PD) on this complaint in September 2024. An extract of my PD can be found belo... (4 pages)View decision -
Decision Reference DRN-4732126
5 Oct 2024 U K Insurance Limited UpheldInsuranceDRN-4732126 The complaint Miss G complains that U K Insurance Limited trading as Direct Line (“UKI”) asked her to pay a cancellation fee to cancel her policy. What happened Miss G says when her landlord insurance policy was due to renew, she called UKI and explained that the insured pro... (3 pages)View decision -
Decision Reference DRN-5058414
5 Oct 2024 Madison CF UK Limited UpheldBanking and PaymentsDRN-5058414 The complaint Mr E complains that Madison CF UK Limited trading as 118 118 was irresponsible when it offered him a credit card account and later increased his credit limit. Mr E brought his complaint via a representative but I will refer to him throughout for simplicity. W... (4 pages)View decision -
Decision Reference DRN-4749595
4 Oct 2024 Avantcredit Of Uk, Llc UpheldConsumer CreditDRN-4749595 The complaint Mrs B, through her representative, complains that AvantCredit of UK, LLC (“AvantCredit”) lent to her irresponsibly. What happened Mrs B took four loans with AvantCredit. The first two were approved for her in January 2016 and May 2017. These were considered to ... (4 pages)View decision -
Decision Reference DRN-4996240
4 Oct 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4996240 The complaint Mr K complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim on his motor insurance. What happened Mr K had motor insurance with Admiral. His car was involved in an accident in July 2023 and he made a claim on his insurance policy... (2 pages)View decision -
Decision Reference DRN-4904843
4 Oct 2024 Bradgate Financial Solutions Limited UpheldMortgagesDRN-4904843 The complaint Mr E says Bradgate Financial Solutions Limited recommended a mortgage that wasn’t suitable. He had to repay the mortgage within a short period. Mr E asks that Bradgate compensates him for the costs related to taking out and repaying the mortgage. What happened ... (5 pages)View decision -
Decision Reference DRN-5063544
4 Oct 2024 Affinity Insurance Solutions Limited UpheldInsuranceDRN-5063544 The complaint Mr V has complained about information Affinity Insurance Solutions Limited (AISL) requested when he took out a contents insurance policy. Mr V’s complaint is about the actions of the broker, which is why the complaint is about AISL, rather than any other busin... (6 pages)View decision -
Decision Reference DRN-4947596
4 Oct 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4947596 The complaint Mrs M complains that HSBC UK Bank Plc mistakenly transferred money from her matured savings bond into a joint bank account. What happened Mrs M held a fixed rate saver (FRS) bond in her sole name which matured in January 2024. In August 2023, Mrs M confirmed he... (3 pages)View decision
