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 4196 results
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Decision Reference DRN-1144949
14 May 2020 The Royal Bank of Scotland Plc UpheldMortgagesDRN-1144949The complaintMr P complains that The Royal Bank of Scotland Plc ("RBS") have acted unfairly and unreasonably by losing the deeds to his commercial property. He wants compensation. What happenedMr P had a commercial property, which he mortgaged with RBS in 1988. Mr P ex... (2 pages)View decision -
Decision Reference DRN3618169
20 Mar 2019 UK Insurance Limited Not upheldInsurance (excluding PPI)Mrs S has complained as director of B, a limited company, that U K Insurance Limited (UKI) turned down her commercial vehicle insurance claim.For ease I’ll refer to Mrs S throughout this decision rather than B. backgroundIn May 2017 Mrs S added Mr S to B’s policy. ... (2 pages)View decision -
Decision Reference DRN2224999
1 Feb 2017 National Westminster Bank Plc UpheldBanking and creditMr and Mrs M complain that National Westminster Bank Plc lost the deeds to their house. They say that it took a long time to rectify the error, which caused them stress and inconvenience. And they say that NatWest has not compensated them adequately for their time... (2 pages)View decision -
Decision Reference DRN7443165
27 Jun 2014 Barclays Bank Plc Not upheldBanking and creditMs J and Mr K’s complaint is that Barclays Bank Plc (Barclays) neglected to tell them that when they entered into an arrangement to make interest-only payments on their mortgage, this would have an adverse effect on their credit files. The complaint has been conducted throughout by Ms J... (2 pages)View decision -
Decision Reference DRN6730135
10 Dec 2015 Bank of Ireland (UK) Plc Not upheldBanking and creditMr F complains that Bank of Ireland (UK) plc declined to give him a mortgage at a late stage in his application. He also complains about BOI’s poor customer service and he wants a copy of the survey report he says he paid for.background In March 2015 Mr F applied t... (3 pages)View decision -
Decision Reference DRN1169345
24 Oct 2019 Tradewise Insurance Company Limited UpheldInsurance (excluding PPI)Mr S trading as ‘S’ has complained that Tradewise Insurance Company Limited poorly investigated a claim made against his motor trade insurance policy. backgroundMr S renewed his motor trade policy on 27 November 2018. On 26 November 2018 his insurer, Tradewise received notice of a claim ag... (3 pages)View decision -
Decision Reference DRN-5145651
20 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5145651 The complaint Mr T complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr T has an account with Revolut and an account with another business who I’ll refer to as “C” throughout the rest of this decision. He’s had an ... (3 pages)View decision -
Decision Reference DRN-3225561
11 Jan 2022 Admiral Insurance Company Limited Not upheldInsuranceDRN-3225561 The complaint Miss M is complaining Admiral Insurance Company Limited didn’t update her car registration details on her car insurance policy which resulted in her being stopped for driving without insurance. What happened In July 2021 Miss M contacted Admiral to say she’d put a... (2 pages)View decision -
Decision Reference DRN7630365
18 Dec 2015 Nationwide Building Society UpheldBanking and creditMr A complains that Nationwide Building Society should have defaulted his account earlier than it did.backgroundMr A wrote to Nationwide in May 2013 to explain that he was in financial difficulty. He offered just under £18 a month, which was much lower than he was meant... (2 pages)View decision -
Decision Reference DRN-4184407
12 Jun 2023 One Insurance Limited UpheldInsuranceDRN-4184407 The complaint Miss L complains that One Insurance Limited mishandled a claim on her motor insurance policy. What happened Miss L had a sports utility vehicle. For the year from late August 2021, Miss L had the car insured on a comprehensive policy branded with the name of an in... (5 pages)View decision
