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 392389 results
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Decision Reference DRN-5871503
17 Nov 2025 Dynamo Mortgages Limited Not upheldMortgagesDRN-5871503 The complaint Miss J complains about the service Dynamo Mortgages Limited gave her when it advised on and arranged a mortgage for her. What happened Miss J took advice from Dynamo about four properties with a view to arranging mortgages – three buy to let properties and her ... (4 pages)View decision -
Decision Reference DRN-5954907
17 Nov 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5954907 The complaint Miss S complains Link Financial Outsourcing Limited trading as Honours Student Loans (HSL) didn’t cancel her student loans with them when they should have. What happened Miss S has said she took out four student loans with the Student Loans Company (SLC) – thre... (3 pages)View decision -
Decision Reference DRN-5878956
17 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5878956 The complaint Miss P complains that Santander UK Plc unnecessarily stopped two payments she requested, which caused significant inconvenience and stress. What happened In June and July 2025, Miss P attempted two payments, one to a supermarket, and the second to a different m... (2 pages)View decision -
Decision Reference DRN-5848245
17 Nov 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5848245 The complaint Mr K has complained that Ageas Insurance Limited (Ageas) misled him about which business was the underwriter for his home insurance policy. What happened Mr K took out an insurance policy that was branded with the name of his mortgage lender. Mr K later made a... (2 pages)View decision -
Decision Reference DRN-5954833
17 Nov 2025 GROVE PENSION SOLUTIONS LTD Not upheldPensions and AnnuitiesDRN-5954833 The complaint Ms K complains that the advice given by Grove Pension Solutions Ltd (‘Grove’) to transfer the benefits from a defined-benefit (‘DB’) pension scheme to a personal pension was unsuitable for her. Ms K has a professional representative in this complaint, but for ... (13 pages)View decision -
Decision Reference DRN-5888476
17 Nov 2025 U K Insurance Limited UpheldInsuranceDRN-5888476 The complaint Mrs M complains about the way U K Insurance Limited (“UKI”) handled a subsidence claim she made on her home insurance policy. What happened Mrs M made a subsidence claim on her home insurance policy with UKI in 2008. The claim was managed over many years and i... (4 pages)View decision -
Decision Reference DRN-5912923
17 Nov 2025 Brachers Llp UpheldConsumer CreditDRN-5912923 The complaint Mrs B complains Brachers LLP are responsible for reporting defaults to her credit report for a debt they were managing. What happened Mrs B has two credit card accounts with a lender I’ll refer to as A. They asked Brachers to manage Mrs B’s accounts after they ... (3 pages)View decision -
Decision Reference DRN-5947920
17 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5947920 The complaint Mr S has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPNAY won’t refund money he lost to a scam. What happened Mr M has said that on 10 March 2024 he used a credit card he held with NatWest to make a payment to a money transfer service which I w... (3 pages)View decision -
Decision Reference DRN-5954435
17 Nov 2025 Southern Pacific Mortgage Limited Not upheldMortgagesThe complaint Mr and Mrs O complain about various aspects of the management of their mortgage with Southern Pacific Mortgage Limited (“SPML”). What happened Mr and Mrs O took out a mortgage with London Mortgage Company (“LMC”) in May 2007. The mortgage was taken out on an interest only bas... (8 pages)View decision -
Decision Reference DRN-5749600
17 Nov 2025 HSBC UK Bank Plc Not upheldMortgagesThe complaint Mr and Mrs G complain that HSBC Bank Plc trading as First Direct showed contradicting and confusing information regarding early repayment charges (ERC’s) on two separate mortgage offers. They said that as the information was contradictory, they should not have had to pay any ... (5 pages)View decision