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-4599761
18 Mar 2024 Bastion Insurance Company Limited UpheldInsuranceDRN-4599761 The complaint Mr B has complained about Bastion Insurance Company Limited. He isn’t happy about the way it dealt with a claim under his European breakdown insurance policy. For ease of reading any reference to Bastion includes its agents. What happened Mr B took out a European ... (3 pages)View decision -
Decision Reference DRN-4461163
18 Mar 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4461163 The complaint Mr N complains that Advanced Payment Solutions Limited (trading as Cashplus Bank) unreasonably held on to his funds. He’d like to be compensated. What happened Mr N holds an account with Cashplus, that he used irregularly. But in late March 2023 Cashplus restricte... (3 pages)View decision -
Decision Reference DRN-4601902
18 Mar 2024 British Gas Insurance Limited UpheldInsuranceDRN-4601902 The complaint Ms D complains that British Gas Insurance Limited provided a poor standard of service and damaged her property when repairing a gas pipe under her home emergency policy. What happened Ms D held a heating and plumbing and electrics policy with British Gas to cover ... (3 pages)View decision -
Decision Reference DRN-4690003
18 Mar 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4690003 The complaint Mr M says Chetwood Financial Limited, trading as LiveLend, irresponsibly lent to him. What happened Mr M took out two loans from LiveLend. The first was for £5,000 over 30 months on 25 April 2019. The monthly repayments were £198.63 and the total repayable was £5,... (3 pages)View decision -
Decision Reference DRN-4516479
18 Mar 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4516479 The complaint Mr P complains National Westminster Bank Plc (NatWest) misinformed him about the application of interest to his new credit card account. What happened Mr P opened a credit card account with NatWest for a balance transfer to allow time to pay interest from another... (3 pages)View decision -
Decision Reference DRN-4670324
18 Mar 2024 Yorkshire Building Society UpheldMortgagesDRN-4670324 The complaint Mx B complains that Yorkshire Building Society made a report about her to a fraud prevention database following an application for a mortgage. She also complains that YBS has discriminated against her. What happened Mx B applied to YBS for a mortgage. YBS refused ... (4 pages)View decision -
Decision Reference DRN-4689143
18 Mar 2024 Vitality Health Limited UpheldInsuranceDRN-4689143 The complaint Mr B has complained that Vitality Health Limited trading as Vitality Health declined a claim for dental treatment under his private medical insurance policy. What happened Mr B made a claim under his policy for the removal of a wisdom tooth. When Vitality declined... (2 pages)View decision -
Decision Reference DRN-4688158
18 Mar 2024 Santander UK Plc UpheldMortgagesDRN-4688158 The complaint Mr and Mrs W complain that Santander UK Plc gave them incorrect advice and misinformation, which led them to miss out on a favourable interest rate on their mortgage. What happened Mr and Mrs W have a mortgage with Santander. In 2022 they were coming to the end of... (5 pages)View decision -
Decision Reference DRN-4687824
18 Mar 2024 more 2 life Ltd UpheldMortgagesDRN-4687824 The complaint Mr and Mrs J complain that more 2 life Limited declined their mortgage application unfairly and they have now lost out on a better interest rate because of it. What happened In March 2022 Mr and Mrs J applied to more 2 life for an equity release mortgage through a... (5 pages)View decision -
Decision Reference DRN-4273900
18 Mar 2024 Firstplus Financial Group Plc UpheldMortgagesDRN-4273900 The complaint Mr and Mrs H have complained about a secured loan they took out with Firstplus Financial Group Plc in 2006. They’re unhappy about how the interest rate has varied. What happened This loan was taken out in March 2006 and was for £74,000 (plus a £14,748 PPI premium... (6 pages)View decision
