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 123872 results
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Decision Reference DRN-5623503
30 Jul 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5623503 The complaint Mr R complains that Inclusive Finance Limited trading as Creditspring has said that his loan account is in arrears, when he doesn’t think it was. What happened Mr R says that on 6 September 2024, he used an option provided by Creditspring to change his payment... (3 pages)View decision -
Decision Reference DRN-5724426
30 Jul 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5724426 The complaint This complaint is about a help-to-buy (HTB) mortgage Ms R holds and which is administered by Lenvi Servicing Limited, hereafter referred to as LSL. The essence of the complaint is that Ms R isn’t happy with how LSL handled a request she made to remove her form... (5 pages)View decision -
Decision Reference DRN-5724179
30 Jul 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5724179 The complaint Miss B is unhappy that Zopa Bank Limited haven’t been administering her loan in accordance with the terms of the loan agreement regarding additional payments that she’s made. What happened In November 2023, Miss B successfully applied to Zopa for a personal lo... (6 pages)View decision -
Decision Reference DRN-5718008
30 Jul 2025 Waystone Financial Investments Limited UpheldInvestmentsDRN-5718008 The complaint Mrs M complains of unauthorised access to her Waystone Financial Investments Limited (“Waystone”) ISA. She says fraudsters accessed the ISA using details obtained from a security breach at her financial adviser, changed the bank details linked to the ISA and tr... (5 pages)View decision -
Decision Reference DRN-5718012
30 Jul 2025 Waystone Financial Investments Limited UpheldInvestmentsDRN-5718012 The complaint Miss M complains of unauthorised access to her Waystone Financial Investments Limited (“Waystone”) ISA. She says fraudsters accessed the ISA using details obtained from a security breach at her financial adviser, changed the bank details linked to the ISA and w... (5 pages)View decision -
Decision Reference DRN-5691764
30 Jul 2025 Central Trust Limited UpheldMortgagesDRN-5691764 The complaint Mr and Mrs J complain that they have had to repay much more than they expected to settle their second charge secured loans with Central Trust Limited. They consider that they have been overcharged and treated unfairly. What happened Mr and Mrs J took out a sec... (4 pages)View decision -
Decision Reference DRN-5661340
30 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5661340 The complaint Mr M complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly settled his claim on his motor insurance policy. What happened On 15 June 2024 Mr M hit a third-party vehicle whilst driving his car. He organised for his car to be collected by a breakdown... (3 pages)View decision -
Decision Reference DRN-5023432
30 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5023432 The complaint Mr C complains that Revolut Ltd unfairly closed his account. Mr C adds that Revolut’s actions are not in line with regulations. Mr C says this situation has caused him stress, inconvenience and used up his time. To put things right he wants his account re-open... (7 pages)View decision -
Decision Reference DRN-5605504
30 Jul 2025 esure Insurance Limited UpheldInsuranceDRN-5605504 The complaint Mr and Mrs M complain about esure Insurance Limited’s (esure) handling of a claim they made on a home insurance policy. While Mr and Mrs M are joint policyholders and so bring the complaint to our service jointly, the majority of the contact with both esure and... (4 pages)View decision -
Decision Reference DRN-5724066
30 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5724066 The complaint A limited company, which I’ll refer to as ‘E’, complains that National Westminster Bank Public Limited Company (“NatWest”) didn’t provide information to it that it fairly should have done. E’s complaint is brought to this service by its director, whom I’ll ref... (3 pages)View decision
