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 121876 results
-
Decision Reference DRN-5450254
15 May 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5450254 The complaint Mrs P complains that Lenvi Servicing Limited has prevented her from repaying the help to buy loan she holds jointly with her now ex-husband. Mrs P’s father brings this complaint on her behalf, but I’ll refer only to Mrs P in my decision. What happened Mrs P a... (4 pages)View decision -
Decision Reference DRN-5561156
15 May 2025 Sky UK Limited UpheldConsumer CreditDRN-5561156 The complaint Miss W complains that Sky UK Limited didn’t start collecting her direct debits when they should have. What happened Miss W financed a new phone through a fixed sum loan with Sky. She was to make monthly payments towards the agreement. The phone was delivered in... (2 pages)View decision -
Decision Reference DRN-5129312
15 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5129312 The complaint Mr and Mrs F complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money they lost when they fell victim to a scam. What happened Having previously invested in a company called Buy2let/Raedex Consortium Ltd – “R”, Mr and Mr... (7 pages)View decision -
Decision Reference DRN-5363229
15 May 2025 Bank of Scotland Plc UpheldMortgagesDRN-5363229 The complaint Mrs B complains that Bank of Scotland, trading as Halifax (“Halifax”) gave her incorrect information about how the Mortgage Charter could help her manage her mortgage. What happened Mrs B took out a 17-year interest only mortgage with Halifax in 2009 with the h... (4 pages)View decision -
Decision Reference DRN-5521960
15 May 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5521960 The complaint Mr and Mrs C are unhappy that Astrenska Insurance Limited haven’t fully settled a claim they made on their travel insurance policy. What happened Mr and Mrs C were abroad when Mrs C became unwell. She tried to seek help at a walk in centre but was ultimately ta... (2 pages)View decision -
Decision Reference DRN-5470882
15 May 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5470882 The complaint Mr C complains that Admiral Insurance (Gibraltar) Limited settled his motor insurance claim unfairly. What happened In October 2024 Mr C bought a car in a private sale for £7,500. He insured it with Admiral. Around two months later Mr C was in an accident. Admi... (3 pages)View decision -
Decision Reference DRN-5530329
15 May 2025 Motability Operations Limited UpheldConsumer CreditDRN-5530329 The complaint Mrs T complains that Motabilty Operations Limited (MO”) changed their policy of allowing consumers the option to purchase vehicles at the end of the lease without telling her. What happened In April 2022 Mrs T was supplied with a car and entered into a personal... (3 pages)View decision -
Decision Reference DRN-5546814
15 May 2025 Europ Assistance SA UpheldInsuranceDRN-5546814 The complaint Mr and Mrs B are unhappy that Europ Assistance SA declined a claim they made on their travel insurance policy. What happened Mr and Mrs B took out a travel insurance policy when they booked their holiday through a company I’ll refer to as ‘L’. Mr B was sadly in... (2 pages)View decision -
Decision Reference DRN-5561000
15 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5561000 The complaint Mr H is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr H fell victim to a safe account scam. At 19.14 on 15 January 2024, shortly after transferring t... (6 pages)View decision -
Decision Reference DRN-5554193
14 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5554193 The complaint Mr and Mrs C hold a joint account with Bank of Scotland plc trading as Halifax (“Halifax”). On 23 December 2019, Mr C made a payment of £10,000 from this account in connection with an investment opportunity which he now considers to be a scam. He complains that... (13 pages)View decision
