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 4755 results
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Decision Reference DRN-3464785
8 Sep 2022 Aldermore Bank Plc Not upheldMortgagesDRN-3464785 The complaint Mrs R’s complaint about Aldermore Bank Plc (Aldermore) relates to the registration of a charge over the wrong property and her wrongly incurring an Early Redemption Charge (ERC). What happened In September 2018 Mrs R entered into a mortgage with Aldermore. Solicit... (2 pages)View decision -
Decision Reference DRN6071227
4 Jun 2015 Barclays Bank Plc Not upheldBanking and creditMr and Mrs J have questioned the validity of their mortgage with Barclays Bank Plc.backgroundIn February 2004 Mr and Mrs J took out a mortgage with Barclays (trading as The Woolwich). They borrowed £120,000 over nine years, on an interest-only basis. The mortgage expi... (4 pages)View decision -
Decision Reference DRN7689917
19 Jan 2016 Santander Consumer (UK) Plc Not upheldBanking and creditMr R complains about a second hand van supplied to him under a conditional saleagreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance,("SCF"). The complaint is brought to this service on Mr R’s behalf by a family member, butfor e... (5 pages)View decision -
Decision Reference DRN-2734655
6 Apr 2021 MD Insurance Services Limited UpheldInsuranceDRN-2734655 The complaint Mr A, Mrs S and Mr S complain that MD Insurance Services Limited withdrew its offer to provide warranties for their development. They’re also unhappy about the administration fees charged. For ease, I’ll refer to Mr A, Mrs S and Mr S as ‘the complainants... (4 pages)View decision -
Decision Reference DRN-5744342
10 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5744342 The complaint Mr B has complained that TSB Bank PLC (“TSB”) sent him an unencrypted email that contained sensitive personal information. What happened Mr B had difficulties using the cheque payment feature on TSB’s app. As a result, Mr B submitted a complaint online. When he... (2 pages)View decision -
Decision Reference DRN4815703
5 Nov 2014 Instant Cash Loans Limited UpheldBanking and creditMr D complains about the way Instant Cash Loans Limited (trading as The Money Shop) has treated him and that it has recorded a default on his credit history. background Mr D took out a short term loan with Money Shop and it was extended at his request on three occasions. Mr D told The M... (2 pages)View decision -
Decision Reference DRN4370781
14 Jun 2019 Markel International Insurance Company Limited Not upheldInsurance (excluding PPI)Mrs J, a director of S Ltd, complains that Markel International Insurance Company Limited (“Markel”) have unfairly declined her company’s claim for legal expenses. backgroundS Ltd, a residential family centre, holds a social welfare insurance policy with Markel. In June 2... (5 pages)View decision -
Decision Reference DRN3949120
14 Sep 2016 Secure Trust Bank Plc Not upheldBanking and creditMr R complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as Moneyway, was misrepresented to him. He also complains about a dent on the car, that he wasn’t provided with the warranty information and th... (2 pages)View decision -
Decision Reference DRN6828118
14 Apr 2015 Sabre Insurance Company Limited Not upheldInsurance (excluding PPI)Ms R complains that when she bought a motor insurance policy online, she was not made aware that the insurer was Sabre Insurance Company Limited (“Sabre”). So she was prevented from making an informed decision about who she was insuring with.backgroundIn December 2013... (3 pages)View decision -
Decision Reference DRN-5203962
14 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5203962 The complaint Mr and Mrs H complain that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they lost as the result of a scam. What happened In 2023, Mr and Mrs H were looking for a campervan. They found one they were interested in, but it was sold before they were able to vie... (4 pages)View decision