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 122183 results
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Decision Reference DRN-5564714
20 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5564714 The complaint Mr B complains that Revolut Ltd won’t refund money he lost when he was a victim of an impersonation scam. Mr B is being represented, however for ease I’ll refer to Mr B throughout my decision. What happened The background to this complaint is well known to bo... (9 pages)View decision -
Decision Reference DRN-5097756
20 May 2025 MTF (NH) Limited UpheldMortgagesDRN-5097756 The complaint Mr K complains that MTF (NH) Limited did not treat him fairly when the term of his bridging loan came to an end. What happened On 28 March 2022, Mr K took out a short-term bridging loan with MTF. The loan was due to be repaid on 31 March 2023. When the loan was... (14 pages)View decision -
Decision Reference DRN-5568044
20 May 2025 Saga Services Limited UpheldInsuranceDRN-5568044 The complaint Mr C complains Saga Services Limited (Saga) recorded incorrect information about a claim he made under his motor insurance policy. He also complains about the renewal price he was offered, and the impact the incorrect information has had on his claim. What happ... (5 pages)View decision -
Decision Reference DRN-5569814
20 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5569814 The complaint Mr A is unhappy with Santander UK Plc. Mr A’s Mum (Mrs A) attempted to pay a cheque into his account for him when she was in a branch. But after she gave the cheque to the cashier it got stuck in the machine. Fortunately, the cheque didn’t rip, and the cashier ... (4 pages)View decision -
Decision Reference DRN-5568551
20 May 2025 U K Insurance Limited UpheldInsuranceDRN-5568551 The complaint Mr H complains about UK Insurance Limited (UKI)’s handling of a claim on his motor insurance. Mr H’s policy was sold and is administered by a third party company on UKI’s behalf and most of his correspondence has been with this company. However, UKI is the poli... (4 pages)View decision -
Decision Reference DRN-5552429
20 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5552429 The complaint The trustees of a trust, which I will refer to as T, complain about the handling and settlement of T’s commercial insurance claim by Royal & Sun Alliance Insurance Limited (RSA). What happened The following is intended as a brief summary only. Additionally,... (3 pages)View decision -
Decision Reference DRN-5570241
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5570241 The complaint Mr O complains about how Aviva Insurance Limited handled a claim under his motor insurance policy. What happened Mr O had an Aviva motor insurance policy. In February 2024, he was involved in a road accident. His car was badly damaged so he made a claim on his ... (4 pages)View decision -
Decision Reference DRN-5555919
20 May 2025 Aviva Insurance Limited UpheldInsuranceDRN-5555919 The complaint A charity, which I will refer to as K, complains about the handling and settlement of its commercial property insurance claim by Aviva Insurance Limited. What happened The background to the complaint is well known by both parties. So, the following is intended ... (8 pages)View decision -
Decision Reference DRN-5243995
20 May 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5243995 The complaint Mr M complains about the quality of a new car he acquired through a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (‘Mobilize’). Mr M says that after the first few months he noticed the car had a lot of faults... (5 pages)View decision -
Decision Reference DRN-5372368
20 May 2025 Santander UK Plc UpheldMortgagesDRN-5372368 The complaint Mr and Mrs C complain that Santander UK Plc unfairly declined their application to port or transfer their mortgage to a new property, despite initially being told porting was possible. As a result, they will have to incur an early repayment charge (ERC). What h... (3 pages)View decision
