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 4777 results
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Decision Reference DRN-6084887
29 Jan 2026 Santander UK Plc Not upheldMortgagesDRN-6084887 The complaint Mr and Mrs H complain that Santander UK Plc mishandled their property title deeds following redemption of their mortgage. What happened Mr and Mrs H took out a new mortgage with Santander in 2009 to replace the mortgage they had with their previous lender. This... (2 pages)View decision -
Decision Reference DRN6132248
27 Jul 2015 The Mortgage Business Plc UpheldBanking and creditThis complaint is about a buy-to-let (BTL) mortgage Mr C has with The Mortgage Business Plc (TMB).backgroundMr C took out a BTL mortgage with TMB. He also had a BTL mortgage with another lender (which I will refer to as W) for the property next door. The solicitors... (2 pages)View decision -
Decision Reference DRN5300827
24 Jan 2014 The Royal Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr B’s complaint is about a payment protection insurance (PPI) policy taken out in June 2007 alongside a credit card. Mr B says that The Royal bank of Scotland Plc (RBS) mis-sold the policy.backgroundIn June 2007 Mr B applied for an RBS credit card using a postal application form. At ... (4 pages)View decision -
Decision Reference DRN-5395204
18 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5395204 The complaint Miss A complains about how Aviva Insurance Limited settled a claim made on her motor insurance policy. Reference to Aviva includes its agents. What happened Miss A holds a motor insurance policy with Aviva. When her car was involved in an incident, she called a... (4 pages)View decision -
Decision Reference DRN-5029929
19 Sep 2024 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5029929 The complaint Mr K has complained about Watford Insurance Company Europe Limited’s decision to cancel his car insurance policy. Watford is the main insurer and underwriter of the policy. What happened In June 2023 Mr K bought a car insurance policy through a broker and paid ... (3 pages)View decision -
Decision Reference DRN-5313295
24 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5313295 The complaint Mr A and Mrs K complain that Barclays Bank UK PLC (“Barclays”) failed to refund transactions they didn’t recognise. What happened Mrs K was the main account holder involved with this complaint, so I’ll mainly refer to her for ease of reading. Mrs K reported to ... (5 pages)View decision -
Decision Reference DRN2744877
12 Nov 2014 Honda Finance Europe Plc Not upheldBanking and creditMr C complains about a used car he acquired through a hire purchase agreement with Honda Finance Europe Plc. He says he had a number of issues with the car and he is unhappy that he has not been able to return the car and obtain a refund. backgroundThe complaint was considered by one of ... (2 pages)View decision -
Decision Reference DRN-3229904
25 Mar 2022 Ageas Insurance Limited Not upheldInsuranceDRN-3229904 The complaint Mr R complains that Ageas Insurance Limited hasn’t validated a claim he made on his policy for lost keys. What happened Mr R contacted Ageas in July 2021 after he says he lost three car keys for different cars. Because Mr R had contacted Ageas out of hours, it was... (3 pages)View decision -
Decision Reference DRN-5593548
19 Aug 2025 Mercedes-Benz Insurance Services UK Limited Not upheldInsuranceDRN-5593548 The complaint Miss D has complained about the service provided by Mercedes-Benz Insurance Services UK Limited (‘Mercedes’), an insurance intermediary, when she wanted to make a claim on her roadside assistance policy. All references to Mercedes include its agents. What hap... (3 pages)View decision -
Decision Reference DRN2179705
4 Nov 2015 Clydesdale Bank Plc Not upheldBanking and creditG complains Clydesdale Bank Plc mis-sold it a tailored business loan because it didn’t want to fix the interest rate and didn’t understand the terms and conditions. It says the agreement kept being amended when it wanted to borrow money and it lost out as a result.La... (5 pages)View decision