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 121479 results
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Decision Reference DRN-5402054
20 Mar 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5402054 The complaint Mr and Mrs A complain that Liverpool Victoria Insurance Company Limited (LV) turned down a curtailment claim they made on a travel insurance policy. Mr and Mrs A’s representative made this complaint on their behalf. But for ease of reading, I’ve mainly referred... (4 pages)View decision -
Decision Reference DRN-5261452
20 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5261452 The complaint Ms P complains about the way that Topaz Finance Limited trading as Hyalite Mortgages (Hyalite) is handling arrears on a mortgage which she took out alongside her ex-partner, which she believed she was no longer a party to following their divorce. She is also un... (7 pages)View decision -
Decision Reference DRN-5257765
20 Mar 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5257765 The complaint Mr A complains about how First Central Insurance Management Limited trading as First Central (“First Central”) handled a claim under his car insurance policy. What happened Mr A had a car insurance policy with First Central. On 12 December 2023 Mr A was involve... (4 pages)View decision -
Decision Reference DRN-5369642
20 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5369642 The complaint Mr L’s complaint is that Bank of Scotland plc trading as Halifax acted irresponsibly when it offered him a credit card and increased his borrowing limit on the card. To put things right, Mr L would like Halifax to refund interest and charges applied to the acco... (3 pages)View decision -
Decision Reference DRN-5413019
20 Mar 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5413019 The complaint Mrs B is a sole trader. She complains that Zempler Bank Limited (trading as Cashplus) behaved unreasonably as it didn’t undertake affordability checks when she applied for a business credit card. What happened Mrs B told us: In February 2022 she applied for... (5 pages)View decision -
Decision Reference DRN-5007002
20 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5007002 The complaint Mr R complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr R fell victim to a cryptocurrency investment scam. He came across an advert online for an investment firm – which I’ll call C. Mr R had been dabbling in cryptocurrency inves... (9 pages)View decision -
Decision Reference DRN-5355861
20 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5355861 The complaint Miss B complains about the settlement that UK Insurance Limited (UKI) offered her for the total loss of her car following a claim made on her motor insurance policy. What happened Miss B’s car was damaged by fire, and she made a claim on her policy. UKI offere... (3 pages)View decision -
Decision Reference DRN-4507768
20 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4507768 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (18 pages)View decision -
Decision Reference DRN-3138341
20 Mar 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-3138341 The complaint Mr M has a self-invested personal pension (SIPP) with London & Colonial Services Limited, now called Pathlines Pensions UK Limited (“L&C”). Mr M invested in unlisted shares in his SIPP. Mr M says his SIPP has been poorly managed by L&C and they sh... (14 pages)View decision -
Decision Reference DRN-5407261
20 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5407261 The complaint Mr O believes TSB Bank plc unfairly defaulted his current account and he’s unhappy with their delay in responding to his subject access request (SAR). What happened TSB defaulted Mr O’s account in January 2020 when he didn’t repay arrears and charges on an unar... (5 pages)View decision
