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 121115 results
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Decision Reference DRN-5338421
18 Feb 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5338421 The complaint Mr M and Mrs M have complained that AXA Insurance UK Plc (AXA) haven’t settled part of their claim under their home insurance policy. What happened Mr M and Mrs M made a claim for a water leak. A while later, Mr M and Mrs M referred the claim to the County Cou... (3 pages)View decision -
Decision Reference DRN-5307403
18 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5307403 The complaint Mr W, director of A, complains on its behalf that HSBC UK Bank Plc (“HSBC”) won’t refund the money it lost to a scam. What happened A invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in 2020. Mr W, who I’ll also be referring to within ... (7 pages)View decision -
Decision Reference DRN-5335245
18 Feb 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5335245 The complaint Mr M complains about how The Mortgage Works (UK) Plc (TMW) dealt with his applications for a term extension on his buy-to-let mortgage. What happened Mr M’s buy-to-let mortgage was on a fixed interest rate of 1.99% until 28 February 2023. The mortgage term was ... (4 pages)View decision -
Decision Reference DRN-5281916
18 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5281916 The complaint Mr B complains about the service he received from Metro Bank Plc. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all here. In summary, from December 2022 to July 2024 Mr B experienced problems accessing... (2 pages)View decision -
Decision Reference DRN-5330995
18 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5330995 The complaint Mr A complains that Barclays Bank UK PLC won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submiss... (4 pages)View decision -
Decision Reference DRN-5335455
18 Feb 2025 esure Insurance Limited UpheldInsuranceDRN-5335455 The complaint Ms L has complained that esure Insurance Limited wrongly didn’t renew her motor policy as it failed to tell her that her premium payment didn’t go through, which meant her policy which was due to automatically renew didn’t occur and such renewal was in effect c... (4 pages)View decision -
Decision Reference DRN-4785229
18 Feb 2025 Lendable Ltd UpheldConsumer CreditDRN-4785229 The complaint Mr N complains that a car supplied to him under a hire purchase agreement with Lendable Ltd trading as Autolend (Autolend) was of unsatisfactory quality. What happened In June 2023 Mr N entered into a hire purchase agreement with Autolend to acquire a used car... (5 pages)View decision -
Decision Reference DRN-5337173
18 Feb 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5337173 The complaint Mr P complains that Barclays Bank UK PLC did not set up direct debits to make payments to the buy-to-let mortgages he holds. As a result two mortgages fell into arrears. What happened Mr P has three buy-to-let mortgages with Barclays. He said that in around 200... (6 pages)View decision -
Decision Reference DRN-5207681
18 Feb 2025 National Westminster Bank Plc UpheldMortgagesDRN-5207681 The complaint Mr T and Ms T’s complaint is about a mortgage they have with National Westminster Bank Plc (NatWest). They believe the fixed interest rate product attached to their mortgage was mis-sold to them and NatWest should waive the early repayment charge. What happened... (3 pages)View decision -
Decision Reference DRN-5337244
17 Feb 2025 Close Brothers Limited UpheldConsumer CreditDRN-5337244 The complaint Miss S had a car conditional sale agreement with Close Brothers Limited (CBL) and she is unhappy they allowed a third-party to settle the agreement. She is also unhappy as she though that CBL during this process might have also provided her personal data to the... (4 pages)View decision
