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 120614 results
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Decision Reference DRN-5341428
3 Mar 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5341428 The complaint Mr W complains about how The Mortgage Works (UK) PLC (“TMW”) has managed his Buy To Let (“BTL”) mortgage. Mr W’s concerns centre around TMW’s January 2024 decision to use powers under the terms of this mortgage to instruct receivers operating under the Law of P... (9 pages)View decision -
Decision Reference DRN-4913153
3 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4913153 The complaint Mrs L complains that Lloyds acted irresponsibly in how it handled her overdraft facility on her current account when it applied charges when she was struggling financially. What happened Mrs L has held a current account with Lloyds for a number of years and wi... (4 pages)View decision -
Decision Reference DRN-5366330
3 Mar 2025 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-5366330 The complaint The estate of Mr B’s complaint is, in essence, that Tandem Personal Loans Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with the late Mr B under Section 140A of the Consumer Credit Act 1974 (as amended) (... (14 pages)View decision -
Decision Reference DRN-5326035
3 Mar 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5326035 The complaint Mr H complains about the level of service provided by Admiral Insurance (Gibraltar) Limited after he made a claim on his motor insurance policy. What happened Mr H’s car was damaged in an incident, and he made a claim to Admiral. His car was deemed to be beyon... (3 pages)View decision -
Decision Reference DRN-5366475
3 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5366475 The complaint Miss C on behalf of business “L” complains about the service received from Revolut Ltd (“Revolut”) in tracing a missing transfer of $35,000 that she sent to L’s business account. What happened Miss C sent a transfer of US$35,000 to L’s business account held wi... (4 pages)View decision -
Decision Reference DRN-5337817
3 Mar 2025 abrdn Financial Planning And Advice Limited UpheldInvestmentsDRN-5337817 The complaint Mr B, as a trustee of Mrs B Way Flexible Inheritor Trust (“the Trust”) complains about investment advice provided, and the delay in providing advice by Abrdn Financial Planning and Advice Limited (“Abrdn”) to the Trust, including the associated charges. What ha... (11 pages)View decision -
Decision Reference DRN-5068077
3 Mar 2025 ML Financial Associates Limited UpheldPensions and AnnuitiesDRN-5068077 The complaint Mr and Mrs W complain that ML Financial Associated Limited (‘ML’) recommended them in 2016 to transfer some of their respective defined benefit (DB) pensions into personal pensions. Mrs W has been leading on the complaint for both her and her husband, so I’ll r... (10 pages)View decision -
Decision Reference DRN-5365937
3 Mar 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5365937 The complaint and what happened Mr C has complained about Omni Capital Retail Finance Limited’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’). I’ve included relevant sections of my provisional decision from February 2025, ... (6 pages)View decision -
Decision Reference DRN-5363851
3 Mar 2025 Ageas Insurance Limited UpheldInsuranceDRN-5363851 The complaint Mr M1 and Mr M2 have complained about the way Ageas Insurance Limited handled a claim made under their property insurance policy. Mr M1 has primarily dealt with the claim and complaint so, for simplicity, I’ll refer to him only and call him Mr M. What happene... (6 pages)View decision -
Decision Reference DRN-5366113
3 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5366113 The complaint A company, which I’ll refer to as R, complains that Santander UK Plc won’t reimburse it after it lost money to an investment – that it now considers to have been a scam. Mr S, who is a director of R, brings the complaint on R’s behalf via a family representativ... (11 pages)View decision
