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
-
Decision Reference DRN-5408367
19 Mar 2025 U K Insurance Limited UpheldInsuranceDRN-5408367 The complaint Mr F complains about the service he received from U K Insurance Limited trading as Churchill (“UKI”) after he made a claim under his motor insurance policy. What happened In early 2024, Mr F made a claim under his motor insurance policy with UKI after his car w... (4 pages)View decision -
Decision Reference DRN-5400390
19 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5400390 The complaint Mr and Mrs V complain that Topaz Finance Limited trading as Hessonite Mortgages has asked them to pay a debt which they believe was settled in 2004. What happened Mr and Mrs V took out a mortgage with Northern Rock in April 2002. There were two parts to this mo... (4 pages)View decision -
Decision Reference DRN-5302094
19 Mar 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5302094 The complaint Mr P and Mrs P complain about AA Underwriting Insurance Company Limited (“AAIC”) and the decision not to complete further repair work after initial repair works failed, leaving their property with mould. Mrs P has acted as the main representative during the cla... (4 pages)View decision -
Decision Reference DRN-5408094
19 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5408094 The complaint Miss C complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I... (4 pages)View decision -
Decision Reference DRN-5088289
19 Mar 2025 Aviva Life & Pensions UK Limited UpheldPensions and AnnuitiesDRN-5088289 The complaint Mr T has complained about the administration of a withdrawal request from his Self-Invested Personal Pension (‘SIPP’) with Aviva Life & Pensions UK Limited (‘Aviva’). He says Aviva mistook his request to expedite an existing withdrawal as a request for a se... (3 pages)View decision -
Decision Reference DRN-5407995
19 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5407995 The complaint Mr A complains HSBC UK Bank Plc didn’t do enough to assist him in locating funds that went missing after a transfer. What happened I sent the parties a provisional decision in March 2025, in which I set out the following background information to the complaint ... (3 pages)View decision -
Decision Reference DRN-5369633
19 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5369633 The complaint Mr G complains that Barclays Bank UK PLC has incorrectly reported mortgage arrears to credit reference agencies. What happened Mr G has a repayment mortgage with Barclays. During the pandemic, Barclays agreed to a six-month payment deferral which ended in Octob... (2 pages)View decision -
Decision Reference DRN-5405843
19 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5405843 The complaint Mr G’s complaint is about a commercial mortgage he has with HSBC UK Bank Plc. He complained that HSBC didn’t review his monthly payment when it should have and as a result the mortgage balance has increased because of the addition of unpaid interest, and the m... (4 pages)View decision -
Decision Reference DRN-5395887
19 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5395887 The complaint Mr U complains that Topaz Finance Limited, trading as Rosinca Mortgages, wrongly told him that it wouldn’t consent to buy-to-let mortgage borrowers taking second charge secured loans. As a result, he says he was left with no choice but to redeem his buy-to-let ... (3 pages)View decision -
Decision Reference DRN-5400208
19 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5400208 The complaint Miss K and Mr R’s complaint is about their former mortgage lender, Santander UK Plc. They are unhappy with its decisions and actions when their mortgage ended and they were unable to repay the capital owed. What happened Miss K and Mr R took out their mortgage ... (6 pages)View decision
